Financial Services: Why Insights are Key to Building your Strategic Value
Download the Leadership Series report – Why Insights are Key to Building your Strategic Value.
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AI readiness: Lessons from the CCMA Tech Summit
AI readiness: Lessons from the CCMA Tech Summit
Watch: Switching to True Personalised Customer Experiences
In this online seminar, Leigh spoke to industry leaders about the barriers to personalisation, what it takes to get there, and what benefits can be realised.
Routing: From ACD to AI, the Timeless Quest for the Best-Suited Advisor
Routing has transformed from a simple route to a sophisticated data delivery system.
Heard, Valued and Trusted: the Key to Contact Centre Excellence
The contact centre is often maligned, yet remains invaluable to businesses in today’s digital, omnichannel world.
How to Deliver Outstanding Customer Service During Peak Periods: 6 Tips for Success
Here are six top tips to help your contact centre succeed during the busiest time of the year.
Watch: What Makes a Great Leader in the Contact Centre?
Kate Law, CCMA, chats to Jen Lord, course tutor for the CCMA Futures: Leadership Programme, about the 6 Competences in Top-Performing Contact Centre Leaders.
Watch: Bringing the Power of Data and Analytics to the Front Line
How are leading contact centres using data and analytics to redefine their front lines, improve operational efficiency and revenue generation? Watch now.
6 Competences in Top-Performing Contact Centre Leaders
What makes a high-performing contact centre leader? Read more to find out.
Consumer Approval of CX-Focused Automated Frontline Now Unstoppable, Says New Research
Discover the changing consumer behaviour and the impact it is having on the industry you can download the report now.