Join us as we uncover and understand how contact centres are collaborating with colleagues across the business ensuring they demonstrate the value that they bring to a business. Understand how contact centre leaders have taken advantage of this new-found power.

Sarina de Beer

The change is more significant than we think…

Sarina can look at all of the data at our disposal, see patterns emerge, glean the root cause of the problem – and create a narrative that may include several ways to create a solution that is impossible to question.

Karl Reed

Digital Transformation > MythBusters

Digital transformation is about people. It’s about the quality of the experience you can create for them through innovative technology. If we ignore CX in the context of digital transformation, we have missed the point. CX is a hot topic, that comes with a couple of common myths and preconceptions.

We’re debunking those myths around CX with Karl Reed, Chief Solutions Officer at Pivotal Data.

Are you basing your CX strategy on a myth?  Join us to find out.

Myths we’ll tackle:

  • CX is just a contact centre challenge
  • You need to have a big budget to deliver great CX
  • The customer is always right
  • Digital transformation is all about technology

Abdul Kawsar

How to improve connection rate whilst remaining compliant

  • quality of data
  • testing at different times
  • using features of the dialler
  • tweaking settings
  • remaining compliant

Magdalene Chetty

The Importance of Learning and Development in a Call Centre

Driving a learning culture within a Contact Centre environment

A continued investment in your people through learning, will ensure they remain skilled, engaged and aligned to your contact centre values. The consequence of which if done well should manifest itself in an increase in both individual and organisational performance. The BPO environment continues to see exponential growth driving the need for skilled employees with a focus on employee retention and productivity. Whilst it can take effort and thought to create an environment that drives the learning agenda, the impact of such change will yield significant business benefits and must be embraced for continued organisational success.

Natalie Davies

Leading People

We conducted research across a base of 16817 employees across industry to identify their pain points and priorities in a new world of work.

The findings include interesting insights for leaders

Mikovhe Mulaudzi

Forced into Corner – Cultivating the culture of Innovation during the Covid 19 Pandemic.

How MBV IT built solutions when the world as we know it was crumbling down. 

How MBV IT adopted the culture of innovation in order to develop products to ensure its survival and how the pandemic turned out to be the best period for the organization

Jeffrey Lijffijt

As Vice-President Digital Customer Experience and Consultancy EMEA, Jeffrey is responsible for the development of the COPC framework in regards of Digital Systems and Digital Channels as well Consultancy services. He also leads COPC Baseline Assessments, Benchmark Reviews, Structured Support, (Re-) Certification audits and delivers COPC Best Practices, High Performance Management Techniques, Workforce Management as well Vendor Management training. 

Kevin Britz

Leadership By Design


Work Industry Neutral Growth Skills (WINGS) and how this is directly connected to the 6 human needs and why these are the skills the future fit employee will need to be resilient and adaptable in the future ways of work. 


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.


Tel: 010 003 0020