Margie Middleton and Nodube
Where Do Old Contact Centres Go to Die?
The 4th Industrial Revolution is a fact. It has arrived – at pace – and is relentlessly and remorselessly pushing forward. So, what does this mean for today’s Contact Centres and the people who work in them?
Our professional world of work is changing. To survive we must evolve and change with it. How? What are the critical decisions we need to be making now, personally and as leaders in our workplaces?
PRESENTATION POINTS:
- Reality check of where the Contact Centre industry is today.
- Changes in attitude and perception of Contact Centres.
- Impact of rapid changes in Tech and the vision for the 4th Industrial Revolution.
- Artificial Intelligence – Friend? Foe? Fiddlesticks?
- Critical adaptation to be future ready.
Biography
Margie Middleton is a dynamic and creative people’s person with the results-orientation and problem-solving ability of a natural leader. She has an orientation towards strategic management where her experience gained from diverse line management positions across service industries can best be applied. With a background as a risk underwriter, Margie has well-rounded general management ability and good analytical, organisational, inter-personal and communications skills. These support her specific belief in the power of excellent customer management strategies to create and sustain competitive advantage. Her particular expertise is in building capacity and frontline support for the operationalisation of strategy.
Margie currently heads up a consulting and training company specialising in customer management strategies.
She is an accredited trainer and acts as an advisor to senior management in various organisations. She is a sought-after public speaker and her energy, passion and forthright opinions have been recognised in her being rated amongst the best presenters at various industry conferences both locally & abroad. She attributes this to an attitude of “get honest, get real and get practical”.
Her combined training in risk analysis and her academic studies in applied psychology enable Margie to identify, develop and implement the practical nuts and bolts of systemic processes and procedures in a way that is meaningful and accessible to the employees who use these. Margie is perfectly positioned to blend the “art and science” of contact centre and customer management into practical, accessible and sustainable solutions for effective contact centre performance management.
Company Profile
Nodube is a B-BBEE Level 2 South African registered Management Consultancy specialising inproviding 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.
