Executive Interview : Mthokozisi Nsango Reflects on Best Analyst Award Win
In looking forward to World Championships in Las Vegas, Mthokozisi Nsango shares his feelings on his recent award win with ContactCenterWorld.com. He shares his views and opinions in this interview with us!
ContactCenterWorld: What was your reaction to being named Best Analyst for Europe, Middle-East & Africa?
Mthokozisi Nsango: Priceless moment I must say!!!! I was very very grateful
ContactCenterWorld: What was the reaction from your MultiChoice colleagues upon returning to your Contact Center?
Mthokozisi Nsango: Very happy and cheering for me and always asking if I was up to date with all the requirement, including the clothing
ContactCenterWorld: What was the reaction from your boss and can you share with us what they said to you?
Mthokozisi Nsango: He was very happy and he told me that I will still do even greater because I have the right attitude towards my work
ContactCenterWorld: Has winning this award changed your approach to your job in any way?
Mthokozisi Nsango: Yes. I have negotiated for two new tools that I am learning now. I have even started wearing blazers at work just so that I can look good because now I feel good.
ContactCenterWorld: How did you celebrate your success upon winning the Best Analyst?
Mthokozisi Nsango: I went to my former high school, which is in a very underprivileged area and its hard to start a decent living when you come from my village. So I went there to motivate them and encourage them about that anything is possible when you work hard and strive to seize the opportunities that you create as an individual.
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ContactCenterWorld: Are you or your company telling others of your achievement and what are they doing to help promote your win in E.M.E.A.?
Mthokozisi Nsango: While I was presenting, the newsfeed were going live in my company across all touch points, all the way to the CEO. Also told other organization about the competition and how much they will learn if there were to enter.
ContactCenterWorld: How important was it important for you to be seen doing this in your country?
Mthokozisi Nsango: For me it was very important because then I can get to share the information about the contact centre world and it also amplified my profile and the companies profile too.
ContactCenterWorld: Do you think being named a winner might have an impact on others with similar roles in South Africa?
Mthokozisi Nsango: Yes absolutely, not only people of similar roles but some professionals from different industries wants to come and join the organization
ContactCenterWorld: Plenty of ideas were shared during the conference, how have you been able to take some of these Best Practices and introduced them into your Contact Center?
Mthokozisi Nsango: The lady from Portugal that I was competing against, showed a significance in liaising with the agents and understanding their concerns, not only being the person behind the data at all times. So, I have taken our workforce into mobile for the agents, in which I send them their shift structure on their mobile phones
ContactCenterWorld: Outside of your own category of Best Analyst, what was another category that captured your interest and why?
Mthokozisi Nsango: The social media category, I got to learn that social media is actually one of the good platforms for call reduction if its driven
ContactCenterWorld: How would you describe your journey to this point to someone who is considering entering the Top Ranking Performers Awards for next year?
Mthokozisi Nsango: I would say it doesn’t come easy but its worth it, and what matters the most would be doing your best in sharing the ideas while at the same time learning because the event is very mind empowering.
ContactCenterWorld: How are you preparing for the World Championships in Las Vegas, November 7th to 11th?
Mthokozisi Nsango: Contact Centre in broad. We have different organizations within it. In preparation, I am going through the schedule and learning about the respective companies of my audience. My goal is this, That I may be able to present to each and every individual who will be my audience and structure my content in such a way that it is relevant to everyone. Its not about how bad or good I am or how excellent is my job, but its all about what they can take from my presentation and apply the same ideas and concepts in their respective organizations.
ContactCenterWorld: Besides the award, what has been the best part of your experience with ContactCenterWorld.com so far?
Mthokozisi Nsango: Bowling; I was doing it for the first time
ContactCenterWorld: What can you tell us about the Contact Center industry from your perspective that others who are not familiar with South Africa might find interesting?
Mthokozisi Nsango: It’s a great platform to showcase. Its so challenging such that everyone has a room for an idea and have a voice and routines do not work really, one has to always adapt to the change in customer behaviour
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About Multichoice SA:
MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.
ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Published: Friday, July 22, 2016
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