Unlock the Secrets of Customer Service Excellence: Who’s Winning and What’s Broken?
Leigh Hopwood, CEO at CCMA, reveals what it takes to be the best in the contact centre industry.
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Unveiling the Magic of Data: Revolutionising Contact Centre Customer Experience
Any organisation looking to deliver great CX at a reasonable price will have to leverage both technology and data.
Watch: How do you Compare with the CCMA Benchmark?
Watch our CCMA Online Seminar where we looked at some of the outcomes from the CCMA Benchmark and what has changed in the last 12 months.
Watch: Using Contact Centre Insights to Elevate CX and EX
Watch our CCMA Online Seminar: Using Contact Centre Insights to Elevate CX and EX and find out how you can turn these insights into action.
The Practical Guide to Optimising CX in your Contact Centre
Download the free eBook which provides practical tips on how to deliver excellent customer experience.
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
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 Changing Role of the Contact Centre Frontline
How often do you actually phone a call centre these days? Maybe not as often as you once did because you can now access information on app and websites, and many organisations are proactively contacting you with alerts…