Effective Performance Management
Whether in person or remotely, effective performance management of your team is critical Managing the performance of your team is…
Whether in person or remotely, effective performance management of your team is critical Managing the performance of your team is…
Connecting with customers on an emotional level reaps rewards In recent months, contact centre advisors have demonstrated their empathy and…
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 can…
Both giving and receiving feedback are crucial for personal development, motivation and job satisfaction yet the act of giving feedback…
Emotional Intelligence has shown to be a far more reliable indicator of success in our lives than simply having a…
For consumers and business customers alike, email is an important channel to service customers. It’s a channel that was once…
Evolution of the Contact Centre research reveals an industry at a turning point – Latest research from the CCMA (Call…
Emotional Intelligence has shown to be a far more reliable indicator of success in our lives than simply having a…
Both giving and receiving feedback are crucial for personal development, motivation and job satisfaction yet the act of giving feedback…
Businesses are working very hard to meet the increasing demands of their customers while balancing very real business challenges, such…
The contact centre industry has experienced an uptake in the use of digital channels by customers. As a result, they…
The industry’s longest running awards programme, the UK National Contact Centre Awards, has today announced the appointment of five Head…
Contact centres witnessed an extraordinary period of transformation and innovation in 2020. COVID-19 was the catalyst, but the advances…
Contact centres have enjoyed a high profile in 2020 with the wider business truly discovering that they represent the…
Right now contact centre leaders are having to deal with sudden changes in working environments, absence levels in…
Having your contact centre operation in the cloud can deliver significant benefits, as many businesses discovered when the UK…
Customer behaviour is shifting when it comes to contact centre communication. These changes have been amplified by the impact of…
CCMA partners with Sabio to deliver free 2021 Contact Centre Benchmark service CCMA contact centre performance initiative will be powered…