Customer surveys and social media remain the most important gauge of customer perception according to the…
Tag: CCMA
CCMA celebrates 30 years with Pearls of Wisdom campaign
It’s 30 years this month that the CCMA was founded. The Call Centre Management Association, known…
Standards Framework Self-assessment Now Available From CCMA
You can now access the Contact Centre Standards Framework self-assessment from CCMA. Why Self-assess? The Standards…
The UK National Contact Centre Awards 2024 are OPEN!
The largest awards programme that recognises contact centre talent in the UK is now OPEN and…
CCMA Benchmarking Tool now open for 2024 Registrations
CCMA Benchmarking Tool for contact centres now open for 2024 Registrations – Get ready to Measure,…
Balancing Fighting Fraud with Customer Experience
CCMA research finds 36% of customers have been victim of a fraud attempt The CCMA (Call Centre…
74% of Contact Centre Workers are Happy in their Jobs – But…….
74% of frontline contact centre workers are happy in their jobs – but….. one third of…
CCMA Launches Contact Centre Standards Framework
The CCMA (Call Centre Management Association) is proud to announce the launch of its Contact Centre…
Consumers Welcome Contact Amidst Rising Cost of Living
Consumers welcome proactive contact from organisations amidst the rising cost of living. Two out of three…
Consumers Returning to Assisted Channels Due to Cost-of-living
Consumers returning to assisted channels as the cost-of-living crisis continues – voice of the Contact Centre…
Contact Centre Frontline Salaries up by 11% in the year
According to the UK Contact Centre Salary and Skills Guide, published today by the CCMA (Call…
Contact Centre Academy Tackle the Contact Centre Talent Shortage
Reed Talent Solutions partners with the UK National Contact Centre Academy to tackle the contact centre…
New Director of Marketing & Partnerships Joins CCMA
New Director of Marketing and Partnerships Joins Growing CCMA Today the CCMA (Call Centre Management Association)…
53% of Contact Centre Agents Report Symptoms of Stress
Employers are stepping up as 53% of contact centre agents report symptoms of stress according to…
Company Profile: Call Centre Management Association
The Call Centre Management Association (CCMA) is the longest established association representing the call centre industry…
Multilingual Contact Centres Facing Challenges Recruiting Agents
Multilingual contact centres facing challenges recruiting language capabilities – Research released today by the CCMA (Call…
What do Contact Centre Customers Really Think?
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How…
Brits don’t think Utilities Companies Have Their Best Interests at Heart
35.7 million Brits don’t think utilities companies have their best interests at heart Less than one…
The Impact of the Cost of Living Crisis has on the Contact Centre
CCMA research reveals impact of cost of living crisis on contact centres The cost of living…