Effective Performance Management
Whether in person or remotely, effective performance management of your team is critical Managing the performance of your team is…
CCMA
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…
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…