Good Practice Guide: Driving Effective Sales and Retention Programmes – Download
Download the Good Practice Guide
Bringing the Power of Data and Analytics to the Front Line – download
Today, there’s more data available in the contact centre than ever before, and it’s never been easier to access. With more and better data comes a range of advantages: increased transparency and accountability, improved knowledge access, and enhanced productivity for front line teams. But which data and analytics are most valuable to front line teams,…
The UK Contact Centre Outsourcing Report 2024 – Download
The UK contact centre industry represents organisations that operate in-house and those that provide contact centre outsourced services to other businesses. Here at the CCMA, we are aware of the current trend in outsourcing offshore. However, in the UK there is a strong and growing industry that has an exceptional reputation for providing high quality…
Navigating the AI Seascape – download
AI has been a hot topic of conversation for the past 18 months, and the discussions around it continue to evolve. However, determining the best ways to deploy AI in the contact centre and maximise its benefits remains a challenge, even for the most advanced organisations. This research, supported by Route 101, offers a deep dive for every…
Deepdesk – Think Human
At Deepdesk we develop AI technology that is not aimed at replacing people, but to aid them. The focus of our technology is to make jobs less tedious by helping to eliminate repetitive tasks. We are focusing our attention on the contact centre space, where we enable contact centre colleagues working within digital channels (chat, WhatsApp,…
The Art of Outsourcing
Whether organisations are already outsourcing some or part of their operations or are looking to outsource, there are a series of challenges in searching for the right outsourcing supplier and then managing the ongoing partnership. Below are the findings of the roundtables we conducted at the CCMA’s Contact Centre Outsourcing Summit that we supported. We…
Voice of the Contact Centre Consumer 2024 – download
Are perceptions of customer service improving or declining over time? Our annual Voice of the Contact Centre Consumer research report uncovers how customer contact needs, expectations, and behaviours are changing, and how consumers view service providers. This year, we also delve into public perceptions of AI in customer service. As technology advances rapidly, contact centres…
9 Steps to Implement & Sustain KCS for Growth
Are you just getting started on Knowledge-Centred Service (KCS®) or do you need to explain it to others in your organisation?
Unified Customer Experience Benchmark Report
Assess you contact centre’s AI maturity before moving on to the next stage.
AI Deployment – Taking the First Steps
The course is designed to help organisations who are still exploring how AI can help their business, and/or those looking to expand their AI capabilities beyond simple FAQ chatbots.