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…
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CCMA Conference: Releasing the Power of the Contact Centre
UK National Contact Centre Conference 2021 – Releasing the Power of the Contact Centre The CCMA (Call Centre Management Association)…
Research Provides Contact Centres Insights to Improve CX
According to the latest research from the CCMA (Call Centre Management Association) released today, customer effort has a direct correlation…
UK National Contact Centre Awards Winners Announced
UK National Contact Centre Awards Winners Announced at Awards Ceremony in London This week the winners of the UK National…
CCMA Evolution of the Contact Centre Research
CCMA’s Evolution of the Contact Centre research provides hope for contact centre leaders The CCMA (Call Centre Management Association) today…
Planning Contact Centre Resources in a Hybrid Model
The potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.…
Inclusion & Equity in a Hybrid Contact Centre Model
What does it really feel like to work in a hybrid environment? As a senior contact centre leader,…
How the Hybrid Model Impacts Attrition & Recruitment
How the hybrid model is impacting attrition, recruitment and talent management. CCMA have invited Neil Johns from MERJE to…
CCMA Visit: How Diabetes UK is adapting to a hybrid model
During the pandemic, people with diabetes have been a high risk. As a result, the demand on the Diabetes UK’s…
Best Practice Approach to Compliance & Security in a Hybrid Operating Model?
What is a best practice approach to compliance and security in a hybrid operating model? Adopting a hybrid contact centre…
Being Agile in a Hybrid Contact Centre Environment
Agility has been critical over the last year as colleagues have been steadfast in their mission to survive. How do…
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…