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Contact Centre Management: A Scarce and Critical skill

Contact Centre Management

CONTACT CENTRE MANAGEMENT: A SCARCE AND CRITICAL SKILL

Author: Roshni Cornelius – Contact Centre Programme Manager – Omni HR Consulting


Innovation and disruptions are constantly changing the goal post in the Contact Center industry and keeping abreast with the skills needed, becomes a skill on its own. It is therefore important that Education and Training progress and transition as needed in an evolving environment.

Redundancy is not an option!

Skills development has been identified by various bodies and opinion polls as lacking in the current workforce.

Volatility within the industry

Artificial Intelligence (AI) is a major contributor to the volatility within the Global Business Sector to the point that the critical skills list of South Africa is under review.
Carol Paton for Business Live (New critical skills list for SA expected in 2020; June 2019) has reported that “among the major changes is that the category of corporate general manager has been excised — an omission that has raised concern among business organizations”. Yet BPESA has identified this to remain a critical skill and has included Contact Center Management in the GBS “Future Skills Framework”.

People who call into a CC will be assisted by AI which evolves and adapts with human interaction and their inquiries. It will pick up trends and patterns of behaviour and will adjust accordingly. However, a consumer still has a need for human interaction at an emotional level. EQ remains a pivotal functional skill of management at any level. Hence the importance of “redefining the skills that set us apart from automation”.

No Industry is Safe from Artificial Intelligence!

AI will encourage efficiency and the optimal use of emerging technology; however, it lacks the empathy required when dealing with customers and the complexities of employee well-being. Trust is a huge contributor to customer experience and satisfaction and although their needs of proficiency and accuracy can be met by AI, the human factor should not be undermined.

Contact Center Management as a qualification

Contact Center Management has been deemed a scarce and critical skill within the contact centre industry. Yet not may training providers offer accredited training for it. Omni is the disruptor within this industry through their forward-thinking approach in the design and development of this program in line with Workforce 2030 Skills. They have ensured that additional complex skills needed in CC’s are developed and higher levels of thinking is initiated through workplace assessment and practice.

This qualification is ideally suited to satisfy the current and future needs of CC’s. Omni has redefined the skills needed for 2030 that will allow Contact Center Professionals to navigate artificial intelligence and still maintain the human factor that is needed to cement trust in the contact centre.

The table below lists the 2030 skills required, matched with the SAQA unit standards of the current National Diploma: Contact Center Management. I do believe that through OMNI’s delivery methods, workplace activities and assessment strategy, they are already gearing leaders in the Contact Center towards the 2030 Workforce

Conclusion

AI is disrupting and will continue to challenge contact centres, much like mobile phones disrupted Kodak in photography and Netflix disrupted Box Office in the way we watch movies. Technology will always be prevalent in any progressive environment. So will complex functioning skills such as cognitive flexibility, creativity, collaborative management, decision making, critical and computational thinking and service orientation (with a focus on trusting relationships).

Despite the fear that Management as a skill might be dropped from the critical skills list as gazetted in 2014, I do believe that Contact Center Management is a progressive skill that will still be needed in the contact centre workforce for years to come.

References

https://www.businesslive.co.za/bd/national/2019-07-31-new-critical-skills-list-for-sa-expected-in-2020/
http://www.dha.gov.za/images/immigration_critical_skills.pdf
https://www.talent360.co.za/article/skills-development-in-south-africa/


Related Posts

Having discovered our motivation (“Why”), and laid out core principles (“How”), we finally turn to “What” we do and how it translates into business success.

Most companies and people know “how” they do what they do. A carpenter knows how to sand wood. Similarly, a company knows how it sells its product. The “How” …

Personally, I do not believe that the traditional approach to training and development will support long-term future sustainability for either the Skills…

Business-Preneur Boot Camp 2019

Business-Preneur Boot Camp

​Business-Preneur ​Boot Camp 2019

20 – 21 November 2019 | Omni Midrand | South Africa

The Business-Preneur Boot Camp brings together like-minded entrepreneurs, business owners, franchisees and industry experts from across South​ Africa to learn and develop sustainable businesses.

2 Days | 4+ Speakers | ​Breakaways | Networking

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About the Business-Preneur Boot Camp


Are you an entrepreneur, business owner or franchisee that needs business support?

This 2-day Business-Preneur Boot Camp will empower and elevate you with the practical tools to enhance the holistic performance of your business. We will look at the core fundamental structures of running a sustainable business within the following framework:

1. Policies and Procedures
2. Operations
3. Sales and Marketing
4. Technology and People Management

Business Performance Methodology

The OMNI Business Performance Solutions (BPS) model is a unique business performance enabler for existing micro to small and medium enterprises.
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Key Takeaways


-  Gain insights from key speakers
-  Define problem areas in your business and find solutions
-  Unpack various techniques to inspire your creative process
-  Explore technological solutions to scale your business
-  Learn the art of pitching
-  Network with other entrepreneurs from various industries.

Secure your seat today and get ready to scale up for business success and sustainability.

DAY 1 & 2
R 1650

DAY 1 ONLY
R ​900

Speaker Profiles

​Ms Elizabeth Thabethe

​Key​note Speaker

​Ms Elizabeth Thabethe is a Special Envoy for ​Investment in ​Tourism as appointed by President Ramaphosa.  She served as Deputy Minister of Tourism, having previously served as Deputy Minister of Small Business Development and Deputy Minister of DTI. She has been a Member of Parliament since 1994. She graduated in Economics at the University of South Africa (UNISA) and completed her advanced Diploma in Economics with the University of the Western Cape (UWC). She was a Co-coordinator of the East Rand Women's League RTT structure and member of the ANC National Parliamentary Caucus from 1996 to 2004.

Ms Thabethe is also an active member and Chaired the Portfolio Committee on Environmental Affairs and Tourism between 2004 and June 2005. Source: (info.gov.za)

Tshepiso Molefe

Guest Speaker

After being in the Pharmaceutical Industry for just over 6 years, Tshepiso took a leap of faith and resigned from the industry.

She is currently the Managing Director at Eustarity International based in SA. Eustarity’s field of expertise covers concept to commissioning of bulk earthworks, civil, electrical and mechanical engineering, project management as well as consulting.

Her dream is to bring change in the community and to impact nations across Africa and the world.

​Sam Mokati

Guest Speaker

​Sam has made the shift to the world of entrepreneurship after successfully completing an Advanced Management programme at Wits Business School, he cites that his strengths lie in Strategy Formulation and Implementation, Operations, Marketing and Stakeholder Engagement.

Sam is currently a Retail Franchise Owner and has walked an 18-month development journey with OMNI​. Sam can attest to the dynamics of the world of retail, franchising and business sustainability, which provides a unique nuance to the ED relationship.

Cecil van Niekerk

Guest Speaker

Cecil’s career spans over 40 years in business ​across various sectors at both ​board and operational ​levels. 

He is a results focused leader, entrepreneur, facilitator and small business enabler across 34 countries.

He has spent 15 years pursuing his passion in Small and Medium Enterprises. As a small business owner he has engaged with over 500 entrepreneurs across Africa and abroad supporting them to establish start-ups and improve business performance in existing small businesses.

Doné Basson

Moderator

Doné is an experienced Project Manager with a demonstrated history of working in the professional training & coaching industry. Skilled in Training Delivery, Customer Service, Coaching, Leadership Development, and Sales Management.

Doné heads up Operations in Gauteng and has played a pivotal role in developing a commercial ESD solution for OMNI, which she believes will create sustainability for all stakeholders involved.

Join our conversation: #BPSBootCamp​ #BusinessDevelopment

Omni Heritage Month 2019

#OmniCulture

Heritage Month 2019

In the spirit of Heritage month, OMNI has come together as an organisation to celebrate our diversity and cultural history. Our campaign pays homage to a legend that fought to promote unity in diversity, within our South African society.

Unity is not just being together, it’s being together for the same purpose.

Our Tribute to Madiba

We participated in The Mandela: 100 ​Years, published by Topco Media, a showcase to honour Tata Madiba and his legacy. Businesses in South Africa made use of this publication to reflect on the impact he has had on the culture and leadership style we may see in our country today. ​Please feel welcome to read our very own contributions below.

Letter Excerpt

​“Nelson Mandela left such a legacy and today, years later, we still reap the benefits of his sacrifices and humility."

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“...every action taken in pursuit of human oneness and freedom matters.”


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You were persecuted, yet stood and fought for equality and fairness. Those two principles transcend beyond your life. It is now my inheritance.”
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“A leader who provided ... us with an opportunity ... to make a difference through life-long learning.”
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​“His lessons encourage us to persevere and to never give up when it comes to what we believe in.”

​Omni Culture

​We linked the concept of legacy to our culture, whilst celebrating Heritage month and the diverse and special people you will encounter when engaging with our organisation. Our team was given the task to showcase their heritage by participating in a visual series. Take a moment to experience our Heritage and the unique culture at OMNI.

​Video Gallery

Lize
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Zuko
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Althea
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Siya
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Megan
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Darryn
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Lesley
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Vuyo
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Precious
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Ian
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Deidre
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James
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Nathan
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Louise
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Greg
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Phelokazi
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Thandeka
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Jene-Maree
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Alison
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Sage
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Zuko
Althea
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Vuyo
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Photo Gallery

Nomthandazo
Nqabisile
Antocia
Marike
Bongi
Demi
Sage
Alison
Nathan
Louise
James
Carminita
Precious
Ian
Lesley
Vuyo
Siya
Althea
Phelokazi
Greg
Darryn
Megan
Thandeka
Zuko
Deidre
Jene-Maree
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Nomthandazo
Nqabisile
Antocia
Marike
Bongi
Demi
Sage
Alison
Nathan
Louise
James
Carminita
Precious
Ian
Lesley
Vuyo
Siya
Althea
Phelokazi
Greg
Darryn
Megan
Thandeka
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Deidre
Jene-Maree
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The ACORN Approach to Leadership in the Fourth Industrial Revolution

THE ACORN APPROACH TO LEADERSHIP IN THE FOURTH INDUSTRIAL REVOLUTION

The Fourth Industrial Revolution is looming, truth be told it’s already here, and it would be time well spent if you decided how you were going to approach this as a leader of people.

The Fourth Industrial Revolution, digital transformation, AI and the future workforce have become topical issues. Leaders are preparing themselves for what the next few years will hold and are looking at what will be required to remain relevant in this fast-changing world. They have realised that digital transformation is here, being agile is the new norm, change is fast, decision making faster and upskilling is imperative for future success. There are so many uncertainties, and the practicality of it all has been slow to emerge.

There are however two indisputable certainties; the Fourth Industrial Revolution is here and so is the continued requirement to successfully lead a breathing, feeling and thinking workforce.

The leadership approach we choose to follow needs to acknowledge that we will require a different way of approaching how organisations and their people do business and that people are apprehensive and wary of that which they do not know and do not understand. The workforce of 2020 will not be the workforce of 2030, both in terms of new entrants and the impact of change on the workforce.

Taking these changes into account, we still need to ensure that we keep the approach simple, adaptable to any environment, easy to understand and that it conveys a language that speaks to both the logical and analytical as well as the expressive and thoughtful. It must appeal to all, and more importantly, it must be practical and easy to implement.

The ACORN Leadership Approach or ACORN is a simple approach, which is easy to remember and linked to an analogy that paints a clear picture.

The proverb “from little acorns come mighty oaks” rings true with ACORN. Every revolution has brought about the kind of change that its predecessor could never have imagined. The same can be said for the acorn. When seen laying around, who could imagine that it, when planted, grows into a sapling and then a giant oak tree that stands for hundreds of years? Once the oak tree is felled or reaches the end of its life, its fallen acorns continue to grow into new oak trees, and so the cycle continues.

ACORN is an acronym with words that appeal to both left and right brained dominants. The focus is not on artificial intelligence, big data, cyberspace or robots; instead, it is about the people.

Activate team members, get them thinking, and EnAble them. Create opportunities to share changes that can be expected and educate on new technology and thought processes. Allow and encourage discussions and question asking. The culture of your organisation should be one where people are enabled to think and own their thinking, to ask questions and to offer ideas. This will allow the workforce to think quickly and move swiftly once they are switched on. They will be agile.

Create an environment of collaboration with a shared purpose. Break down the silos and encourage and nurture the sharing and combining of skills. Greater creativity allows for new ideas and concepts; it allows for innovation.  Collaboration helps make decisions faster, and in real time, the role players are all present with a shared purpose and clarity of direction. Creativity will come from the diverse role players, arts and accounts will meet. While it must be acknowledged that it will be difficult at times, ultimately the rewards reaped will far outweigh the initial setbacks.

A conductor orchestrates. The orchestra is only as good as its conductor and the orchestra members conducted. They cannot play alone, and they cannot be out of sync. They must be in harmony. There are individual expertise and levels of skill in an orchestra, similar to an organisation, and each member is clear on their role. Within their role, they can make decisions and adjust their playing based on the roles of the members around them. Be clear on the role of the members within the organisation, be clear on the rules of engagement and the process but be clearer on the shared purpose and goal.

Review and re-invention are the only alternatives in an environment with rapid and ongoing change. Feedback loops need to be in place, allowing team members autonomy to review, reinvent and implement change within a collaborative decision-making framework.  Encourage team members to learn, unlearn and re-learn to remain relevant and competitive.

Navigate the constant change, nurture team members and make sure they understand the “rules of how”, and not only the tick boxes required to make short term changes. Change must be sustainable, and one must navigate for success. The future workforce will need an environment that nurtures team members. An environment that actually cares and acknowledges that “we’re all in it together,” will create conditions that allow for growth and upskilling, yielding a purpose-driven team.

ACORN is both practical and operational and can be implemented in any environment, with add-ons to suit organisational needs. Each word within ACORN is interlinked and intertwined like the branches of the oak tree. The tree adapts to changing conditions, just as organisations do. Plant a little acorn, nurture it, and grow a mighty tree!

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Author: Alison Boruchowitz

HR Executive – Omni HR Consulting


Related Posts

Having discovered our motivation (“Why”), and laid out core principles (“How”), we finally turn to “What” we do and how it translates into business success.

Most companies and people know “how” they do what they do. A carpenter knows how to sand wood. Similarly, a company knows how it sells its product. The “How” …

Personally, I do not believe that the traditional approach to training and development will support long-term future sustainability for either the Skills…

HR Masterclass 2019

2030 Workforce Skills

HR Masterclass 2019

Alison Boruchowitz discusses: “ACORN – a leadership approach in the 4th Industrial Revolution. This creative approach considers the key competencies that we need to develop to ensure a smooth transition into the 4th Industrial Revolution. The approach is not about artificial intelligence, big data, cyberspace or robots. We discuss people, the “human” in HR, and the considerations for influencing and changing mindsets, through a practical approach to leading our workforce into 2030.”


Related Posts

As leaders and HR professionals facilitating that change, it is imperative to adjust our leadership approach as our workplace, workspace and workforce, changes.

The Call Centre Seminar is an annual event hosted by Knowledge Resources. Omni was offered a speaking opportunity at the event held in Johannesburg (2018)

The aim of the summit to develop quality assurance approaches to optimize customer service, experience and satisfaction through multichannel contact centres.

Omni HR Consulting Announces CSR Flagship Project for 2019

Nyanga youth development project

Omni HR Consulting Announces CSR Flagship Project for 2019

Announced by Megan Hultzer, the Corporate Social Responsibility Executive at Omni HR Consulting; “our flagship project for 2019 takes place in the township of Nyanga, often referred to as ‘the murder capital of the world.'”  The 12th of April marks the official opening of the Nyanga Message Trust Hub.

Nyanga youth development project

New ground preparation in Nyanga

In our desire to make a difference in the community, we realise this cannot be done alone or in isolation. OMNI has partnered with The Message Trust by funding the infrastructure in the form of a local office [for The Message] that will also function as a classroom. The funds will further be used to run various after-school programmes and provide each learner with a nutritious meal, daily.

The after-school programmes aim to assist youth in gaining access to both further education and workplace opportunities. “Operating in the further education and training space, we experience, first-hand, the barriers to growth and development our adult learners face when they do not meet the fundamental entry-level requirements for the programmes they want to enrol in,” says Hultzer

As the project unfolds, we aim to capture the moments of transformation within the community. Periodic updates will be provided through the OMNI website on https://omnihrc.com/csr/

Should you wish to get involved (in any way or form) or simply want more information about this project, please get in touch with Megan Hultzer on [email protected] or (021) 685 9160


Related Posts

Omni HR Consulting has decided to seek global certification with The CPD Services in the UK, benchmarking the organisation and its programmes against global standards.

After implementing Open-Source Training in 2021, Omni HR Consulting is shifting gears to bring to its community, nine sessions in 2022 starting at the end of March!

The value-alignment has seen Omni’s mission to be disruptive in education, expedited with the introduction of an e-Assessment and e-Portfolio, powered by P4P.

Conference: Knowledge Resources – Call Centre Seminar

Call Centre Conference 2018

Conference: Knowledge Resources – Call Centre Seminar

The Call Centre Seminar is an annual event hosted by Knowledge Resources. Omni was offered a speaking opportunity at the event held on the 15 February 2018 in Johannesburg. As industry experts to the contact centre environment from a training and skills development perspective, we opted to discuss the development of Artificial Intelligence and our research relating to the skills requirements of the future workforce.

Presentation conducted by Lize Moldenhauer

Content available:

Slides from the panel discussion on the topic: Workforce 2030
Download Pdf: Opinion-Piece

Call Centre Conference 2018

Related Posts

As leaders and HR professionals facilitating that change, it is imperative to adjust our leadership approach as our workplace, workspace and workforce, changes.

The Call Centre Seminar is an annual event hosted by Knowledge Resources. Omni was offered a speaking opportunity at the event held in Johannesburg (2018)

The aim of the summit to develop quality assurance approaches to optimize customer service, experience and satisfaction through multichannel contact centres.

Making a Significant Difference within South Africa’s Education Space

Achiever

Making a Significant Difference within South Africa’s Education Space

Achiever


Achiever is South Africa’s leading content provider on education, training and skills development for the industry. The OMNI feature, in Issue 58 (pg 24-25), focusses on the fundamental frameworks that encapsulates what the organisation stands for, in addition to announcing its accreditation with the Quality of Trades and Occupations (QCTO) which is the new quality body in the education landscape… Read More


Related Posts

The OMNI feature in Issue 58 focusses on the fundamental frameworks that encapsulates what the organisation stands for, in addition to announcing …

Omni contributed to the handbook as an organisation who engages in Enterprise and Supplier Development, which forms part of our transformation agenda.

The approach and model discussed can be used as a vehicle to aid skills development and sustainability employment opportunities.

Omni HRC: Pioneering Sustainable Models for Small Business Development

Pioneering Sustainable Models for Small Business Development

Omni HRC: Pioneering Sustainable Models for Small Business Development

The ESD handbook was published as an insert into the Financial Mail newspaper in July 2018. Omni contributed to the handbook as an organisation who engages in Enterprise and Supplier Development, which forms part of our transformation agenda. The showcase piece features an article unpacking Omni’s approach to enterprise development and includes a model which was deployed within the enterprise development relationship of two retail franchise owners. Read More.


Related Posts

The OMNI feature in Issue 58 focusses on the fundamental frameworks that encapsulates what the organisation stands for, in addition to announcing …

Omni contributed to the handbook as an organisation who engages in Enterprise and Supplier Development, which forms part of our transformation agenda.

The approach and model discussed can be used as a vehicle to aid skills development and sustainability employment opportunities.

Work Integrated Learning

Work integrated learning

Work Integrated Learning

Work integrated learning

The Public Sector Manager publication is a monthly publication aimed at communicating with a strategic component of government’s target audiences – senior public sector managers. The magazine aims to help improve the quality of services and reporting on management innovations and best practices within the public sector. Omni published an article on Work-Integrated Learning in the July edition. The approach and model discussed can be used as a vehicle to aid skills development and sustainability employment opportunities. Read More.


Related Posts

The OMNI feature in Issue 58 focusses on the fundamental frameworks that encapsulates what the organisation stands for, in addition to announcing …

Omni contributed to the handbook as an organisation who engages in Enterprise and Supplier Development, which forms part of our transformation agenda.

The approach and model discussed can be used as a vehicle to aid skills development and sustainability employment opportunities.

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