Yolande is a contact center professional who believes in the value of people, process, and technology. She is a qualified life coach and NLP practitioner.
She has more than 15 years’ experience in contact centers, where she held roles from agent level to heading up the quality and training functions within BPO’s for various industries and had won the BPESA regional accolade for quality.
Yolande finds herself working side by side with Contact Center Operations Teams and has impressive insight into how effective training and quality can drive performance.
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.