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: Putting Self-Service in the Spotlight
Watch the online seminar as Leigh Hopwood, CEO at CCMA, hosts an interactive session with industry leaders at the forefront in the battle for self-serve journeys.
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.
Good Practice Guide: Driving Effective Sales and Retention Programmes
How can you improve sales and optimise customer retention within the contact centre to maximise customer lifetime value?
Bringing the Power of Data and Analytics to the Front Line
Download our research to to explore data and analytics in action on the front line, showing how both employees and customers can benefit.
6 Competences in Top-Performing Contact Centre Leaders
What makes a high-performing contact centre leader? Read more to find out.
Case Study: Improving CX Using Customer Engagement Software
Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.
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.
The Frontline Prioritise Technology Over Salary in Global Survey
To find out more about the changing attitudes of the frontline in the customer service sector, download the Agent Experience (AX) Benchmark Report 2024.
3 Common Data Challenges Contact Centres Face – And How to Overcome Them
What are the three main challenges of contact centre data and how can you overcome them?