Multilingual Contact Centres Facing Challenges Recruiting Agents
Multilingual contact centres facing challenges recruiting language capabilities – Research released today by the CCMA (Call Centre Management Association) highlights…
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What do Contact Centre Customers Really Think?
Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How should contact centres respond…
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 in five (19%) British…
Using AI to Improve CX Whilst Reducing Contact Centre Costs
Despite the immense value that contact centres bring to organisations through their understanding of, and engagement with customers, the financial…
Are you ready to support your colleagues through the Winter?
What is the health of your contact centre operation? Are you fighting fit and ready for the challenges ahead? As…
Managing Social Media Customer Service Teams
Does your team have the right skillset to deliver great customer service via social media? CCMA Contact Centre Training This…
Talking your Language in CX
If you can provide a high quality customer experience in your customers native language through all channels, you would see…
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 crisis is driving up…
Research Revealed: Barriers to Innovation
Everyone talks about innovation in the contact centre, but what exactly is this? What are the benefits of innovation in…
How to Reduce Customer Effort
The purpose of this online course is to provide each of the participants with 8 key principles that when…
Resource Planning for Team Leaders
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
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 – Download Now
The UK Contact Centre Salary and Skills Guide – CCMA Report Download First ever UK Contact Centre Salary and Skills…
Social Media Customer Service: Tips, Tools and Best Practices
With more businesses operating online, social media is a critical tool for delivering great customer service. This course will prepare…
Research Revealed: Voice of The Contact Centre Consumer
The CCMA/Odigo will be launching the second annual Voice of the Contact Centre Consumer research initiative exploring and tracking…
CCMA Webinar: The Rise and Rise of Workplace Wellbeing
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 to Contact Centre Outsourcing
CCMA Good Practice Guide: A Good Practice Guide to Contact Centre Outsourcing With customer service complexity accelerating dramatically, it’s…
Get the Balance Right Between Secure Authentication & CX
It’s more important than ever for providers to get the balance right between secure authentication and customer experience in the…
CCMA Training: Managing Stress
Stress is our natural reaction when we are threatened or under pressure. Not all stress is bad, because it can…