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The rapid growth of Gamification and the computer game culture are helping to create more efficient and profitable contact centres, says leading Strategic Back Office Workforce Optimisation Consultant Graeme Gabriel from Verint, who conducted seminars in Johannesburg and Cape Town recently on the topic of how to boost profitability and performance in contact centres.

The seminars were offered by New York-based analytics company Verint Systems, and Inovo, a leading provider of technological solutions to customer care centres. They were invited by Contact Centre Management Group, the South African professional association for contact centre managers and supervisors.

Service quality drives customer loyalty
Verint recently published the results of a large-scale study of more than 18 000 consumers in nine countries, which found that customer service was the deciding factor in South Africans’ customer loyalty. It showed almost half of consumers would remain loyal even if it was not the cheapest option, depending on service quality.

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The City’s Executive Mayor, Patricia de Lille, today launched the second leg of the City’s fire campaign in Bellville South. Fire-kit items were distributed to residents as part of the campaign.

The summer season has once again seen an increase in the number of fires, which has resulted in vast areas of vegetation being destroyed. But most tragically, it has resulted in the loss of lives, particularly in informal settlements and backyarder dwellings.

Just yesterday, a fire broke out in a backyarder dwelling in Bellville South which affected a number of structures, while 18 residents were displaced.

I am always saddened to hear of this, particularly as many of these tragic incidents could have been prevented by taking some basic precautions.

As part of our work to build a safe and caring city, the City of Cape Town is therefore conducting ongoing fire awareness campaigns, educating residents on potential dangers and how to take preventative measures in a bid to reduce the number of fires. Continue reading

Iconic American actor Matt LeBlanc has today been revealed as one of the new presenters of the upcoming and eagerly awaited return of Top Gear – the planet’s biggest motoring entertainment show. LeBlanc’s appointment marks the first time the show has ever had a non-British host in its 39-year history.

In what promises to be an explosive cocktail of car-obsessed entertainers and cultural clashes – the eagerly anticipated return of the revamped show is expected to noisily announce itself on BBC Two and TV screens everywhere this May.

The Golden Globe-winning star of the popular BBC comedy Episodes, LeBlanc’s international appeal has never been stronger despite filming the finale of his global hit Friends almost 12 years ago. He’s already a familiar face to Top Gear viewers, having been a two-time guest on the show and the fastest celebrity to date around the Top Gear track in its reasonably priced car. LeBlanc also presented the recent standalone spin-off Top Gear: The Races, where he led fans through some of the most memorable racing moments from the previous 22 series. Continue reading

The City’s call centre for water issues is merging with its corporate call centre in order to improve times and move towards 24-hour availability. Read more below:

The City of Cape Town will this week amalgamate the Water Technical Operations Call Centre (TOC) with its Corporate Call Centre. This means that residents will soon be able to contact the City for service requests, general City information, and all other service delivery delay requests at any time, 365 days of the year.

The amalgamation of these two call centres will immediately result in improved responsiveness when residents contact the City regarding water and sanitation service faults. This enhanced operational efficiency of the Water TOC is particularly important in light of the national drought and the recent water restrictions within Cape Town which have placed increased pressure on the Water TOC. Continue reading

downloadThe Springbok Sevens team will be aiming to go one step further at the inaugural HSBC Sydney Sevens this weekend after coming agonisingly close in Wellington last Sunday.

The Allianz Stadium is hosting the tournament after its move from the Gold Coast and both days of the fourth round of the HSBC World Rugby Sevens Series have been sold out.

There have been three different champions in the three tournaments so far in Dubai (Fiji), Cape Town (South Africa) and Wellington (New Zealand), and all eyes will be on the iconic Australian city to see who finishes on top this time.

Last Sunday, the Springbok Sevens came within a whisker of winning their second title of the season after their December triumph in front of a sell-out crowd in Cape Town. A last gasp try by hosts New Zealand thwarted an excellent effort by the South Africans, who will again be amongst the favourites for this weekend’s event in Sydney. Continue reading

Two of the three ECD Centres of Excellence currently under construction are nearing completion, with positive progress on the third big project. Read more below:

The City of Cape Town’s Early Childhood Development (ECD) Centre build programme for the current financial year is on track. The Social Development and Early Childhood Development Directorate set aside R11,9 million towards the construction and finalisation of three facilities in its 2015/16 budget allocation.

The Nantes ECD Centre in Athlone is scheduled for completion in May, while the process to appoint an operator for the Golden Gate ECD in Netreg is under way following the completion of the World Design Capital construction project. Construction of the Delft ECD centre is set to start in April, with completion expected in February 2017. Continue reading

A number of specially selected South African households look set to become the country’s latest reality stars when Gogglebox South Africa premiers on Thursday 03 March 2016 at 21:00 on the Sony Channel (DStv Channel 127).

A diverse mix of South African’s will be represented on the show where we are invited into ordinary people’s living rooms. Introducing some of Gogglebox’s households:

• Portuguese married couple Travis and Giselle, both share the same professional interest as online content producers. This couple is bold and entertaining. Their strong connection as a couple will be tested as this couple don’t always see eye-to-eye. Join Travis and Giselle as they entertain you with their energetic playful vibe on Gogglebox.

• Valentine and Melissa enjoy spending their time doing the simple things in life as a couple – having dinner and drinks in front of the TV. Valentine a make-up sales rep and Melissa a home executive share their time with their three year old son. A dynamic, supportive and beautiful young family that will be sure to keep you entertained. Continue reading

Models and Pageantry SA Magazine (MPSAmag) hosted the inaugural Miss, Mrs and Mr MPSAmag at The Venue Melrose Arch on Sunday, 31 January 2016. With over R400,000 in prizes to be won, the event, which was a fundraiser for the charity Deskbags, was exceptionally well supported by entrants and spectators alike.

An amputee model Caleb Swanepoel (20), a first-time pageant entrant, stole the show on the day. The Capetonian survived a shark attack in Knysna in 2015, which left him with a prosthetic right leg. Flying in for the day to compete, the University of Cape Town drama student made his first win of the day in the 17+ male category, then scooped the overall senior male category, before walking away with the overall winner’s title – Mr MPSAmag 2016.

Genive Trimble (17), winner of the 16 to 18 female category, beat fellow Roodepoort resident, 19+ winner Tharina Botes (19) in a tightly contested walk off after they had tallied up an identical score in the preliminary rounds. After the walk off, Genive won the Senior Female title by a margin of just 0.3 points. Junior Male winner was Roan Gonsalves (16) of Krugersdorp who had competed in the male 13 to 16 category and Junior Female winner was Miné Fourie (13) from Rustenburg in the 13 to 15 girls category. Continue reading

Ditch the roses and chocolates and avoid crushing rejection this Valentine’s Day with 5FM’s annual anti-Valentine’s Day event Love Sucks party. This year we found the perfect partner in the super trendy Opel Adam, the event sponsor, who will play a very pivotal role in this year’s party.

Sticking to what the station knows best, this year sees the return of speed dating as 5FM plays cupid to party-goers with an Adam and Eve themed party in Johannesburg, Ballito, Cape Town and Port Elizabeth – all on Saturday 13 February. And if you’re not into speed dating – that’s still cool, 5FM DJ’s will keep you on the dance floor all night. Entry into the respective clubs are R55 and available for pre-sale at www.quicket.co.za with all proceeds going towards national youth leadership development organisation loveLife. Continue reading

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