Research Reveals Five Key Ways to Retaining Frontline Colleagues
CCMA research reveals five key ways to retaining frontline colleagues – According to the latest research from the CCMA (Call…
CCMA
CCMA Conference: Releasing the Power of the Contact Centre
Research Provides Contact Centres Insights to Improve CX
UK National Contact Centre Awards Winners Announced
CCMA Evolution of the Contact Centre Research
CCMA Visit: How Diabetes UK is adapting to a hybrid model
ECCCSA Awards 2021 Nominations – Now Closed
Best Practice Approach to Compliance & Security in a Hybrid Operating Model?
Being Agile in a Hybrid Contact Centre Environment
UK National Contact Centre Awards 2021 Shortlist Announced
UK National Contact Centre Awards 2021 shortlist announced as tickets go on sale for Awards Dinner in September The shortlist…
What contact centre advisors Want From Hybrid Working
CCMA contact centre research reveals what contact centre advisors really want from hybrid working The majority of contact centre advisors…
Contact Centres Require Human Touch to Function in Hybrid World
Contact centres require human touch to function in a hybrid world, new research reveals Contact centre leaders report empathy leads…
UK National Contact Centre Awards 2021 Nominations Close
Industry recognises colleague achievements as UK National Contact Centre Awards 2021 nominations close with significant growth The CCMA (Call Centre…
Working with Vulnerable Customers
Great businesses can be relied upon to provide a consistent level of service that is inclusive of all their customers.…
Effective Performance Management
Whether in person or remotely, effective performance management of your team is critical Managing the performance of your team is…
Building empathy with customers
Connecting with customers on an emotional level reaps rewards In recent months, contact centre advisors have demonstrated their empathy and…
Managing Change in the Contact Centre
Change and transformation is a constant journey in most organisations and the contact centre environment is no exception. This workshop…
Quality Assurance in the Contact Centre
This workshop, with its focus on practical implementation, explores the importance of QA and calibration and the influence it can…
CCMA Training: Feedback Skills Workshop
Both giving and receiving feedback are crucial for personal development, motivation and job satisfaction yet the act of giving feedback…