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…
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…
It’s more important than ever for providers to get the balance right between secure authentication and customer experience in the…
Stress is our natural reaction when we are threatened or under pressure. Not all stress is bad, because it can…
According to research released today from the CCMA (Call Centre Management Association), data is transforming how contact centres operate and…
Ocado is opening their doors for CCMA members to showcase their approach to employee engagement and the lessons learnt for…
In this CONNECT event, we will be exploring contact centre careers and the wealth of opportunity to develop and progress…
As organisations seek to harness the power of data to improve business and customer outcomes, the contact centre is growing…
European Contact Centre & Customer Service Exchange Giving you the stories and ideas to evolve your customer contact operation Award-winning…
CCMA research reveals need to change how contact centres are seen internally and externally Part 5 of the Evolution of…
Our industry has had to work through major challenges as the pandemic has thrown opportunities and threats our way. Here…
Change and transformation is a constant journey in most organisations and the contact centre environment is no exception. This workshop…
This workshop, with its focus on practical implementation, explores the importance of QA and calibration and the influence it…
Contact centre efficiency is the name of the game when you’re faced with doing more with less. We’re going to…
Both giving and receiving feedback are crucial for personal development, motivation and job satisfaction yet the act…