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…
CCMA
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…
CCMA Training: Feedback Skills Workshop
Both giving and receiving feedback are crucial for personal development, motivation and job satisfaction yet the act of giving feedback…
Emotional Intelligence in the Contact Centre
Emotional Intelligence has shown to be a far more reliable indicator of success in our lives than simply having a…
CCMA Event: Channel Battles
For consumers and business customers alike, email is an important channel to service customers. It’s a channel that was once…
Contact Centre Research Industry at Turning Point
Evolution of the Contact Centre research reveals an industry at a turning point – Latest research from the CCMA (Call…
CCMA Training Event: Emotional Intelligence in the Contact Centre
Emotional Intelligence has shown to be a far more reliable indicator of success in our lives than simply having a…
CCMA Training Event: Feedback Skills Workshop
Both giving and receiving feedback are crucial for personal development, motivation and job satisfaction yet the act of giving feedback…
How Customer Empathy Delivers in the Contact Centre
Businesses are working very hard to meet the increasing demands of their customers while balancing very real business challenges, such…
CCMA Webinar: The Great Debate: Voice v Digital
The contact centre industry has experienced an uptake in the use of digital channels by customers. As a result, they…
Judges Appointed to UK National Contact Centre Awards
The industry’s longest running awards programme, the UK National Contact Centre Awards, has today announced the appointment of five Head…