Contact Centre Research Reveals Industry is at Turning Point
Evolution of the Contact Centre research reveals an industry at a turning point – Latest research from the CCMA (Call…
CCMA
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…
Virtual Event: Part 3 | Evolution of the Contact Centre
Contact centres witnessed an extraordinary period of transformation and innovation in 2020. COVID-19 was the catalyst, but the advances…
How to elevate and integrate your contact centre
Contact centres have enjoyed a high profile in 2020 with the wider business truly discovering that they represent the…
Contact Centre Webinar: Enabling a flexible and engaged workforce
Right now contact centre leaders are having to deal with sudden changes in working environments, absence levels in…
Contact Centre Webinar: Ask the Experts – Moving to the Cloud
Having your contact centre operation in the cloud can deliver significant benefits, as many businesses discovered when the UK…
Changing Customer Behaviour Impacts Contact Centres
Customer behaviour is shifting when it comes to contact centre communication. These changes have been amplified by the impact of…
CCMA Partner with Sabio to Deliver Benchmark Service
CCMA partners with Sabio to deliver free 2021 Contact Centre Benchmark service CCMA contact centre performance initiative will be powered…
Creating a Great Contact Centre Team
Great contact centre teams are created by leaders that can understand the behaviours of others. The first step is to…
Mental Health Awareness for Contact Centre Managers
Looking after employee mental and physical health at work has never been more important This 3 hour virtual training workshop…
Introduction to Contact Centre Resource Planning
Start forecasting and scheduling in your inbound centre If you’re looking for someone to explain the basics to forecasting and…
Effective Contact Centre Performance Management
Whether in person or remotely, effective performance management of your team is critical Managing the performance of your team is…
Contact Centre Training: Building Empathy with Customers
Connecting with customers on an emotional level reaps rewards In recent months, contact centre advisors have demonstrated their empathy and…
Developing Contact Centre Resource Planning Skills
Are you a small contact centre operation that is looking to improve your forecasting and scheduling? Workforce planning is more…
CCMA Contact Centre Research Reveals Chatbot Trust Gap
Latest CCMA Contact Centre Research reveals chatbot trust gap The latest research from the CCMA (Call Centre Management Association), the…
UK National Contact Centre Awards Open for Nominations
The UK National Contact Centre Awards 2021 are now accepting nominations, according to organisers the CCMA (Call Centre Management Association).…