Revolutionising Customer Service Capacity Planning with Advanced Technologies
A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.
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Voice of the European Contact Centre Consumer
The Voice of the European Contact Centre Consumer research initiative takes a deep dive into customer behaviours and attitudes across Europe. Download now.
Watch: Implications of the Rising Cost of Living on Customer Contact
Watch our CCMA Online Seminar: Implications of the Rising Cost of Living on Customer Contact.
Watch: Embracing Consumer Duty in the Contact Centre
Watch our CCMA Online Seminar: Embracing Consumer Duty in the Contact Centre.
Trends in Contact Centres and Customer Support
Customer service operations are now forced to pivot to completely new ways of working. Numerous advances are proving challenging for the industry.
Implications of the Rising Cost of Living on Customer Contact
48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?
Roundtable: Overcoming the Challenges of Outsourcing
Findings of the roundtable we conducted at the Contact Centre Outsourcing Summit.
The UK Contact Centre Outsourcing Report
Download the UK Contact Centre Outsourcing Report for insights about the UK contact centre outsourcing industry and considerations for outsourcing.
New Strategies for Attracting Talent into the Contact Centre Industry: Your Questions Answered
Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.
Insurance: Building Contact Centre Resilience During Times of Change
Download the Leadership Series report – Building Contact Centre Resilience During Times of Change.