How to Boost your Resilience
Managing people in an environment as fast-paced as a contact centre means multi-tasking and constantly rising to challenges, whether you’re…
Managing people in an environment as fast-paced as a contact centre means multi-tasking and constantly rising to challenges, whether you’re…
Employers are stepping up as 53% of contact centre agents report symptoms of stress according to reaearch from the CCMA…
Multilingual contact centres facing challenges recruiting language capabilities – Research released today by the CCMA (Call Centre Management Association) highlights…
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How should contact centres respond…
35.7 million Brits don’t think utilities companies have their best interests at heart Less than one in five (19%) British…
Despite the immense value that contact centres bring to organisations through their understanding of, and engagement with customers, the financial…
What is the health of your contact centre operation? Are you fighting fit and ready for the challenges ahead? As…
Does your team have the right skillset to deliver great customer service via social media? CCMA Contact Centre Training This…
If you can provide a high quality customer experience in your customers native language through all channels, you would see…
CCMA research reveals impact of cost of living crisis on contact centres The cost of living crisis is driving up…
Everyone talks about innovation in the contact centre, but what exactly is this? What are the benefits of innovation in…
The purpose of this online course is to provide each of the participants with 8 key principles that when…
Improve the interaction between Resource Planning and Team Leaders and empower your leaders through a greater understanding of how the…
Consumers are calling the shots for when to self-serve, according to CCMA research According to research released today from the…
The UK Contact Centre Salary and Skills Guide – CCMA Report Download First ever UK Contact Centre Salary and Skills…
With more businesses operating online, social media is a critical tool for delivering great customer service. This course will prepare…
The CCMA/Odigo will be launching the second annual Voice of the Contact Centre Consumer research initiative exploring and tracking…
The role of the advisor has changed. We’ve all seen the shift to dealing with more complex queries. This means…
CCMA Good Practice Guide: A Good Practice Guide to Contact Centre Outsourcing With customer service complexity accelerating dramatically, it’s…