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Skillzbook: Critical Thinking

We will review the concept of Critical Thinking and advise why it is important in the context of your life and where you are. The objective for you should be to use Critical Thinking as a way to evaluate your life, analyse the results of your current thinking and to come up with new ways of thinking that enable you to have a happier, fuller life, to earn more and to understand life better. 

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The functions of a properly established, managed and functioning Professional Body.

  • What they are?
  • What they are not.
  • How they contribute to the Performance Management challenge in any company of any size?
  • Why CPD is one of the most useful tools in a Professional Bodies arsenal?
  • Professional Bodies and their Transformational Tools.
  • Why a Professional Body has the potential is to lead the Branding Crusade in sectors which otherwise are not considered vital or true economic diamonds?

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Quest: Today You Are You, That is Truer than True

We have changed the way that we “Think about Workforce” (human and non-human), how we value and support the people element and human touch, and the development of skills that are relevant to the future to ensure job creation. Throughout your career you can be many people and wear many shoes, that is why, instead of employers putting their employees into boxes, they must use unique tactics to attract the right thinking, attitude and talents in their organisation. Today’s world needs people who can solve complex problems, have many different interests and skills – and so does your Contact Centre!

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Genii: Artificial Intelligence – Real Results

AI and machine learning is nothing new, but applying AI to solve business challenges with a clear ROI, is quite unique in the customer services arena. With our customer service demand prediction model we predict which customer are going to contact you, for what reasons and when. Genii AI provide simple, yet effective models that will support improvements in your contact centres and business. 

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Margie Middleton & Associates: Smart Planning to Enable Committed Customer Champions!

The Cat in the Hat! An eccentric and anarchic character that always shows up when children are bored, constrained, unstimulated … and chaos ensues!

When we first deploy customer facing employees, we do everything we can to inspire and excite them about the opportunities open to them – if only they follow the rules and take accountability! Then we place them in an environment saturated with policies, processes and procedures that they must follow or else face the dreaded wrath of the quality controller! But who are these rules serving? Customers? The Business? Management?

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WNS South Africa: Can Harry Potter help you become a better leader?

Using the lessons from Harry Potter and you will be surprised that there are many, how can we become better leaders within our contact centres. Not only was he a magical wizard, but alongside the other characters there are leadership and life lessons that will impact how we as call centres experts interact with our colleagues and reports on a daily basis. This presentation will ensure that us muggles can become more magical and ensure we grow and develop talented teams.

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DSG: The integrated customer experience

Today, a customer’s feedback is so much more impactful on a brand than it was even 10 years ago, with the advent of the internet and, in particular, social media. It’s for this reason that customer experience – or CX as it is affectionately becoming known – should be a foundation pillar of any business, as customer-centric businesses that can evolve, despite a continually changing customer interaction environment, will achieve long-term success.

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Legitimate Leadership: Leading Employees from Taking to Giving in the Call Center.

Every employer struggles with the issue of employee engagement, and more so within the intense call center environment. Legitimate Leadership addresses: How to get employees to come to work every day and put in their best effort? How to keep employee turnover down? Leaders with legitimacy, in an organization where leaders and employees trust each other, will gain employees who contribute willingly and accept accountability for delivering their best results.

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Omni HR Consulting: Offshoring in South Africa is beyond the vision and presumptions of economics

South Africa has fast become the destination of choice when it comes to offshoring and the tainted first thought that comes to mind for South Africans is that labour hire/acquisition is cheap. The consideration that offshoring has economic benefits for SA (and the client) is fair; however what opinions and presumptions are linked to South Africa that attracts foreign investment into the Contact Centre Industry? What is the unique and dynamic contribution of South African role-players relative to international campaigns?

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Genesis: Optimising contact centre performance using behavioural economics

Behavioural economics, which studies human decision-making behaviour, proves to be a powerful tool in optimising contact centre performance. Behavioural economics has been used successfully in the contact centre environment to address a range of customer challenges and behaviours across a range of industries. In particular, behavioural economics can be leveraged in the contact centre to increase sales, improve retentions and influence channel-usage.

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Callforce: The importance of effective motivation and remuneration strategies to achieve optimal contact centre performance.

South Africa is known as a quality destination for BPO operations, but where are contact centre salaries positioned in relation to this promise of quality service delivery?  Join us to explore the important link between effective attraction, motivation and remuneration strategies AND achieving quality client interactions that lead to optimal contact centre performance.

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Ask Afrika: Unpacking the latest Customer Service Trends and Industry Diagnostics

Brand reputation relies heavily on exemplary service delivery and getting this right rests on having a deep understanding of what customers want out of an interaction with employees.  Trust and loyalty levels are diminishing globally and consumers no-longer want to be put in boxes, treated generically or given false promises. Authenticity, individualism and professionalism are vital for great service delivery.

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Onion Diversity Solutions: Gen Blending

Key to success in a 21st Century organisation is understanding and embracing the unique gifts of four generations, to blend said gifts and ultimately to make Magic.   Gen Y and Z catapult the need for blending more than ever before due to their innate genre of consciousness that is both mind blowing and mind numbing.  What is this consciousness and how do we blend to make magic?

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AI: You Imagine, We Deliver

AI and machine learning is nothing new, but applying AI to solve business challenges with a clear ROI, is quite unique in the customer services arena. With our customer service demand prediction model we predict which customer are going to contact you, for what reasons and when. Genii AI provide simple, yet effective models that will support improvements in your contact centres and business.

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Consumer Trends of Today and Tomorrow

Brand reputation relies heavily on exemplary service delivery and getting this right rests on having a deep understanding of what customers want out of an interaction with employees.  Trust and loyalty levels are diminishing globally and consumers no-longer want to be put in boxes, treated generically or given false promises. Authenticity, individualism and professionalism are vital for great service delivery.

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Unplugging – Connecting to what is important

In a world filled with constant demands, we all risk over extending ourselves and burning out.  This presentation will focus on ways to avoid the busyness trap and focus on what is important.  Building in ways to have regular ‘pit-stops’ and recover are crucial to surviving in today’s times.  Moving away from a focus on action and results only to creating time to reflect and course correct and bring the ‘human element’ back into the work we do.

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Overcoming “Same-ness” in the Workplace

Super strategies for creating a powerful, positive image

When your business has hit a rock and your people are suffering from “same-ness” – same market, same strategy and same result – you need to radically shift their behaviours to improve results. Oscar`s presentation is based on practical experience gained from over 5 countries, radically assisting business leaders and individuals shift their people`s performance. You will be coached to develop an ownership mentality, to take you organisation forward within constant changing environment, to improve self confidence, think strategically and take a leadership role in the development and implementation of strategy.

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1Stream: Cloud Call Centres – What does the future hold?

Call centre have moved from being premised based to cloud and now hybrid cloud………………  As the millennial generation matures, these individuals are becoming the driving force behind how businesses and contact centres interact with customers. Importantly for contact centres, it’s about providing seamless interaction using communication channels that are preferred by millennials. Voice calls are no longer the primary means of communication, and most millennials favour e-mail and chat, or self-help services like chatbots. The key is constant and careful analysis and reflection, and never getting stuck in doing the same thing because it worked today – tomorrow things will be different.

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ABOUT THE CCMG

The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.

JOHANNESBURG
Tel: 010 003 0020

CAPE TOWN
Tel: 021 856 3871

info@ccmg.org.za