For the last 30 odd years I have been actively employed in the South African Contact Centre market – in almost equal parts – as either an Employee or a Business Consultant & Trainer.
Over the years, I have had the good fortune to gather hands on operational experience through a career progression from entry level as a Call Centre Agent through Team Leader, Manager, Executive and Director of various Corporations.
In addition to my experience of hierarchical career progression, my Consulting experience has been the source of exposure to lateral working experience across diverse industries and operational functions. This has culminated in my having a thorough and holistic understanding of Service Operations in general and Contact Centres in particular.
As a Service Operations specialist I bring a holistic understanding to the nuances required to achieve sustainable customer service delivery. Customer Experience Management is my personal passion & Contact Centres my particular expertise.
Company Profile: Nodube
READ AS “KNOW-DO-BE”MARGIE MIDDLETON
Nodube is a B-BBEE Level 2 South African registered Management Consultancy specialising in providing robust solutions in Service Strategy and Customer Expectation Management.
Margie Middleton created Nodube to provide a vehicle for collaboration between a network of experienced professionals with complementary skills and expertise.
The core expertise of the members of the Nodube Professional Network is in the disciplines of Service Operations and Customer Experience Management. Each member has extensive hands-on management experience across a range of industries and in turn has their own area of specialisation.
Nodube is driven by the philosophy that in every facet of business there are things that each individual needs to KNOW, things they need to DO and things they need to BE. By understanding and integrating these three dimensions of individual competence, it is possible to create a collaborative and accountable culture in any organisation.
With cooperation and collaboration underpinning the Nodube Operating Model, each project undertaken by Nodube is in partnership with business owners and both internal and external subject matter experts. This ensures that the unique context of the client organisation and existing institutional knowledge are built into the planning of the improvement initiative to ensure sustainability.
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.