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Author: Admin

Thabisa Magxwalisa

Thabisa has multiple years’ experience in the Contact Centre industry with over 14 of those in Management. She currently runs operations for a motor industry contact centre and has deep knowledge in this niche area. This Unisa BCOM Honours graduate is an optimist, a dreamer, and an advocate of the contact centre trade and of job creation in her province. She is proud of how the industry impacts lives through its efforts to develop Youth and create job skills. When she is not working, she is watching cartoons and playing peek-a-boo with her very energetic toddler.

Paul Morgan

Paul is described as an artist with his feet on the ground , educated in the classics Paul has done every job in the call centre space. Starting as an advisor and moving swiftly through the ranks into campaign management and finally into his calling , Learning and Development where he has specialised for the last 16 years. He is now Head of Training at CCI. Paul is a CCMG award winner himself as Best Training Professional and brings a wealth of energy and knowledge for all things contact centre, combined with a learning mindset. A full advocate of the fantastic work the CCMG does having been the host for the 2022 awards, he is extremely excited to now be given the opportunity to be a part of this year’s judging panel.

Karen Boucher

Karen has spent more than 20 years in customer service, operations and contact centre management.  She has dedicated her career to demonstrate South Africa’s capabilities in the BPO industry, driving exceptional excellence through our exceptional people.  She loves complex challenges and relentlessly pursues excellence.  But most importantly, her people-centric leadership philosophy means she is a resolute coach and mentor.  Karen is a CCMG award winner leading a large international contact centre and is currently the Operations & CX executive at Merchants SA.  

Giovanno Daniels

Giovanno started his career as an agent and after 14 years in this much-loved industry finds himself in his best job role , as Global Training and Quality Manager for Webhelp, where he has spent 8 happy years.

He loves to sing and describes his husband, family, and friends as anchors in his life , pursuing Quality in all he does.

Giovanno is himself a CCMG award runner up in the Training category and is always ready for a new challenge. Thrilled to be a judge this year at the 2023 awards, he promises to bring his passion for new ideas and a ready smile to all his colleagues and partners in this space.

Faye Joubert

CONVENING JUDGE

Faye has decades of experience in Customer Experience and driving change through people, using empirical data.

She is a founder member of two telcos – serving on their start up teams, and is described as having grit, tenacity and a can-do outlook. She also operated at VP level in the competitive outsourcing space, driving efficiency and customer delight. Her compassion, empathy and a real love for her fellows is what defines her.

Years of Operational leadership in both in-house and outsourced contact centres have allowed her to co-create implementable strategies, with people at the heart of all the business unit delivers.

Faye’s driving force is to be part of job creation and she knows that the Industry we operate in is the one to do it, we have the data to prove it!

Mpume Shabane

Mpume is a customer service professional with significant experience in Consulting and Contact Centre Management, proudly utilising her academic achievements in this space as a true public servant, She previously worked as Operations manager at SARS and is currently managing a Municipal Contact Centre. This Centre has won Best Contact Centre in the Ethekwini Municipality Customer service Rewards and Recognition awards in both 2021 and 2022. Passionate about quality assurance and value for money for the communities in the City , policy compliance remains high on her list of priorities along with Training and Policy review making her a sound fit as a Judge in this year’s awards.

Morne van Deventer

I am a passionate custodian of the Customer Service industry and continuously strive to promote the ever-increasing importance of putting customer experience at the heart of every successful business.

I’ve been a loyal servant to the industry for the past 17 years of which 14 years have been in a managerial and leadership capacity. I have gained enormous amounts of experience implementing new Contact Centre systems, optimized workflows to boost productivity and implemented best practice processes within a Contact Centre environment. People are at the core of any Contact Centre and I’ve implemented several reward and recognition programs, incentive programs and leadership development programs to keep Contact Centre staff engaged and motivated.

Evidently the highlight of my Contact Centre career thus far is when I represented Sage South Africa at the Contact Centre World Awards in Las Vegas in 2013 and won a Gold medal for the Best Help Desk in the World for our Contact Centre.

Clint Murugan

Clint has been with Momentum Health Solutions for 24 years, fulfilling almost every operational role through his journey and has been able to serve his industry in the Judging capacity for CCMG before. He has been in call centre leadership for the past 16 years and is currently the Head of the Employee Assistance Programme Care Centre.

This is a space Clint relishes as he knows that the key to successful engagements with clients and employees alike ,will be found in a strong emotional and genuine connection.

Douwes Sorgdrager

South Africans are exceptionally brilliant in terms of their creativity, energy, and determination to improve upon pre-existing standards, and have a long history of innovation, which is once again reflected in the judging process – a process which ensures that exceptional talent receives the recognition it deserves.

An accomplished executive, leveraging over 25 years within the fast-moving consumer goods industry, Douwes Sorgdrager’s experience spans the entire value chain with a specific focus on Customer Experience, Commercial Development, Customer Interaction Centres, Master Data Management and Supply Chain optimisation. He maximises continuous improvement and profitable progress through forward-looking innovations that harness best practices and the latest developments in digital technologies.

Shoana Padayachee

SA truly has amazing talent in the form of its people, their creativity, passion and search for innovation and excellence. The judging process has reminded me of that and I am truly honoured and humbled by the opportunity to weigh in on recognising that talent.

I have been involved in the Service and Contact Centre industries, including BPO’s for around 18+ years and have worked through various roles ranging from Call Centre Agent, Project Manager, Learning and Development, Middle and Senior Management in Customer Experience, Sales, Service and Operations Contact Centres. The excitement of the Service Industry and the impact I have as a leader is what fuels the passion I have to live out my purpose; which is, making a difference in the lives of those I serve.