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The Premier Contact Centre Conference & Exhibition in Africa

2019

SPONSORS

At CCMG we are dedicated to bringing together decision-makers, stakeholders, and role-players who can engage in meaningful discussion, share information, drive transformation, and promote innovation in the Contact Centre industry in South Africa, and in fact the Continent of Africa as a whole.

South Africa is particularly well-placed for an active and thriving contact centre hub, with the strides that we have made in the technological sector, our time zone – which makes us particularly attractive to European countries as Contact Centre partners – as well as our generally hardworking and dedicated workforce.

As the only Professional Body for Contact Centres in South Africa, we host an annual conference which offers a wonderful opportunity for delegates to debate a set of topics which are relevant to the industry.

This year, under the theme of AFRICA’S CALLING, the conference will aim to highlight the integral role that the African Continent plays as a powerhouse in the global contact centre arena. 

As an important role-player in the Contact Centre industry, will you heed the call?

Do you realise that the time to position and promote Africa’s impact on the Contact Centre industry is now? 

Africa’s Calling!

Featured Streams for 2019

Leading the Pack

People, management and motivation
  • Workforce development: motivation, training, retention
  • Job satisfaction, stress management
  • Multiple generations within the Contact Centre
  • Leadership, productivity
  • Investing in agents, psychological support
  • Customer behaviour and trends
  • Proactivity and personalization of customer engagement
  • Building a winning corporate culture
  • Gamification

 

 

The Art of Tracking

Analytics and optimization
  • Measuring: metrics, analysis and interpretation
  • Optimization, KPI`s
  • Cracking down on hold times, lowering abandon rates
  • Social media as a Contact Centre touchpoint
  • Omni-channel growth patterns
  • Monitoring quality
  • Upsizing, downsizing, outsourcing, insourcing
  • Time and workflow, CRM management
  • Cost centre vs. profit centre
  • The customer journey

Into the Wild

Technology, trends, future
  • Digital transformation
  • Working in the cloud
  • Future trends in consumer behaviour, technology etc.
  • Virtual reality
  • AI, machine learning,
  • Voice-powered technology and bots
  • How to choose the best equipment, software for your company`s needs?

 

 

 

 

Latest News

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