Enabling contact centre advisors in 2022 and beyond
Download the findings from this ground-breaking research initiative
Managing Health & Wellbeing in a Hybrid Working Contact Centre
The strategies, measures and tools that organisations should consider to better manage health and wellbeing in a hybrid contact centres.
Inclusion and equity in a hybrid call centre model
What does it really feel like to work in a hybrid environment?
Planning contact centre resources in a hybrid model
The potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.
Hybrid Working Series
Hybrid working is a major challenge right now which is why we have created a series of events and insight content pieces around it.
In Search of Effortless Customer Experiences
In this research we explore Effortless Customer Experiences
Part 4 | The Evolution of the Contact Centre Download
Download part 3 of the research
World Suicide Prevention Day
If you’re a team leader or employee who wants to do more, then we encourage you to download the guide and talk about suicide.
Part 4 | The Evolution of the Contact Centre
The CCMA has been tracking how the contact centre is evolving during times of real change. Download the fourth part.
How to Deliver Great Customer Service via Social Media
In this course we will look at the role of social media in delivering great customer service.