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…
CCMA
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…
Data is Proving a Game-Changer for Contact Centres
According to research released today from the CCMA (Call Centre Management Association), data is transforming how contact centres operate and…
CCMA Best Practice Visit with Ocado Contact Centre
Ocado is opening their doors for CCMA members to showcase their approach to employee engagement and the lessons learnt for…
Creating a Talent Pathway in your Contact Centre
In this CONNECT event, we will be exploring contact centre careers and the wealth of opportunity to develop and progress…
Contact centre data is a business game-changer
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
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
CCMA research reveals need to change how contact centres are seen internally and externally Part 5 of the Evolution of…
CCMA Event: Evolution of the Contact Centre
Our industry has had to work through major challenges as the pandemic has thrown opportunities and threats our way. Here…
CCMA Event: 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…
CCMA Event: 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…
CCMA: Effective ways to increase contact centre efficiency
Contact centre efficiency is the name of the game when you’re faced with doing more with less. We’re going to…
CCMA Event: Feedback Skills Workshop
Both giving and receiving feedback are crucial for personal development, motivation and job satisfaction yet the act…