Poll Results In: Strategies for Dealing with Complex Contact Centre Operations
View the full poll results from the CCMA Online Seminar: Strategies for Dealing with Complex Contact Centre Operations.
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State of the Contact Centre 2023: The Agent of the Future
Contact centres are at the forefront of remote-based work and Artificial Intelligence – modernisations that are here to
Changes to Holiday Entitlement Calculations
The government has released its responses to consultations on reforms to retained EU laws and the calculation of annual leave entitlement for part year and irregular hours workers.
From AI Theory to Practice: Insights from Customer Service
Artificial Intelligence (AI) is set to make remarkable advancements in the world of work. For contact centres, it promises everything from improved employee engagement to better customer
CCMA Benchmarking 2024 is approaching!
It’s that exciting time of year where we start preparing for CCMA Benchmarking. For UK contact centre leaders and members of the CCMA, we offer an exclusive online benchmarking tool that assesses your contact centre
Rethinking Hybrid Work: Why we need an Individualised Approach for the Long Run
The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work. That’s what hybrid work was supposed to be.
Customer Experience Strategies
Whatever we do in our business lives, we’re all customers as well. When we choose one brand over another, be it in a shopping centre or online, we are exercising a preference based on something. We might not be able to articulate
What a Conference! UK National Contact Centre Conference 2023
The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.
The Emergence of the Employee-driven Market
The war for talent is an issue many leaders across a number of verticals face, but with the contact centre sector being so over reliant on labour, these organisations are currently grappling with this key business challenge.
UK National Contact Centre Conference 2023 – Highlights Video
The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.