Member Library

Document Type:
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Protecting Customer Customer Experience While Controlling Contact Centre Fraud

1467117937_pIndropCCMA.compressed.pdf

Application Forms

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2015 UK National contact Centre Awards nomination form

1422962642_nominationform.docx

Benchmarking

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Deloittes Global Contact Centre Benchmarking Survey

1385049295_deloittesglobalcallcentresurveymarch2013.pdf

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Merchants 2012 benchmarking exec summary report

1364724820_2012GlobalContactCentreBenchmarkingSummaryReport.pdf

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Merchants benchmarking full report 2011

1350052125_2011GlobalContactCentreBenchmarkingReport.pdf

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Merchants presentation CCMA seminar 18 April

1366453601_merchantspresentation.pptx

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P&Q campaign - presentation from CCMA seminar 18th April

1366453180_PQpresentation.pptx

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Self Service Global Benchmarking report

1404128065_SelfServiceGlobalBestPracticeReport.pdf

Best Practice

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Contact Centre Leaders collective views on 2014

1389017062_ContactCentreLeadersviewson2014.docx

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Mixing Productivity Metrics with VOC and engagement

1425391565_MixingproductivitymetricswithVOCandengagement.docx

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Systems Thinking Seminar - John Seddon Slides

1381232742_SystemThinkingSlidesSeddon.ppt

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Uk National Contact Centre Conference

1380529925_CCMAConferencebrochure.pdf

Call Centre Design

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Call centre ergonomics

1346578645_CALLCENTREERGONOMICS.doc

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Call centre location and design

1346578662_CallCentreLocationandDesign.doc

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Ergonomics awareness

1346578692_ErgonomicsAwareness.doc

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The nine timeless truths of call centre design

1346578931_TheNineTimelessTruthsofCallCenterDesign.pdf

Customer Experience

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Emotional Baggage

1401544707_EmotionalBaggageFINAL.docx

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Exceptional Customer Experience

1401544624_ExceptionalCustomerExperienceFINAL.docx

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How Mobile is Transforming Enterprise Customer Experience

1416168846_Howmobileistransformingcustomerexperience.pdf

GDPR

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GDPR Consent Guidance for Consultation

1503584410_draftgdprconsentguidanceforconsultation201703.pdf

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GDPR Data Protection Working Party

1503584484_GDPRDataprotectionworkingparty.pdf

Leadership in a contact centre

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Best traits in a leader

1346578091_besttraitsinaleader.htm

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Essential role of the front line manager

1346578397_theessentialroleoftodaysfrontlinemanagers.htm

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TEn things senior managers should know about call centres

1346578320_tenthingsseniorlevelmanagersshouldknowaboutcustomercontactc

Legislation

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1349005380_Pensionobligationsforemployers.docx

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Holiday Pay

1379683604_HolidaysandholidaypayACASSept2013.pdf

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Ofcom changes June 2013

1408537234_OFCOMchangesJune2014.pdf

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Ofcom Guidelines 2016

1459178611_OFCOMdiallercertification.pdf

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PCI compliance onsite assessment

1404207685_PCIAOConsiteassessments.docx

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PCI compliant complaint handling

1374658423_PCIcompliantcardpaymenthandling.docx

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PCI DDS v3

1404207528_PCIcompliancePCIDDSv3.docx

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PCI on site assessment

1404207634_PCIAOConsiteassessments.docx

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Workplace temperature

1349005294_WORKPLACETEMPERATURES.docx

Miscellaneous

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Crackdown on junk mail

1346412557_JunkMail.docx

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Gamification

1401544507_TheBeautifulGamificationFINAL.docx

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Have call centre fundamentals changed?

1346578252_havecallcenterfundamentalschanged.htm

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Ipsos Mori review of the Year 2013

1388838822_Ipsosmorireviewoftheyear2013.pdf

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Meaningful Complaints Handling

1397288642_Meaningfulcomplaintshandling.pdf

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Responsive Police Service

1397288816_ResponsivePoliceServiceonevoice.pdf

People

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1346746093_CompetencyFrameworks2012.pdf

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2012 IDS pay and conditions in call centres

1351250730_0891003AIDSPayandConditions.pdf

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Behavioural economics

1397288729_behaviouraleconomics.pdf

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Best traits of a leader

1346578038_besttraitsinaleader.htm

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Enhancing Your Employee Engagement Strategy

1450681419_Employeeengagementin2016UKDec15.pdf

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Financial awareness for employees

1346412759_CIPD.doc

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Guide to using psychometrics

1353502591_TAguidetopsychometrics.docx.pdf

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Preventing agent burn out

1346579102_PreventingAgentBurnout.pdf

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Salary benchmarks

1346412513_Salary.doc

Quality/ Quality Measures

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Boosting quality and innovation

1346578168_boostingqualityandinnovation.htm

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Customer Effort Insight

1397288512_CustomereffortinsightfromProcterNov2012.pdf

Social Media

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1350920022_ReducingCustomerEffortinChat.pdf

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Queue jumping app

1346412695_WEq4U.docx

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Social enterprise value

1346412618_SocialEnterpriseValue.doc

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Social media is changing customer service

1346578296_socialmediaischangingcustomerservice.htm

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Webchat

1367996787_BTWebChatWhitepaperTwistv3FINAL.PDF

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Will social communities and apps replace contact centres

1346578542_willsocialcommunitiesandappsreplacecallcenters.htm

Strategy

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1350919971_ContactCentreMegatrends2011.pdf

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Access strategies

1346577994_accessstrategiesusedtosupportacompanysbrand.htm

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Boosting the strategic value of customers

1346578195_boostingthestrategicvalueofcustomerinteraction.htm

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Building profitable customer relationships

1346578364_the12principlesforbuildingprofitablecustomerrelationships.h

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The strategic role of workforce management

1346578466_thestrategicroleofworkforcemanagement.htm

Technology

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Buried Treasure - Discovering the Hidden Value of

1437639554_BuriedTreasureHiddenValueofDigitalWallboards.pdf

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Colt Contact Centre Services

1377762219_ContactCentreServicesDataSheet.pdf

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Customer experience

1369213105_anationofserialswitchers201305newvoicemedia.pdf

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Getting started with AI

1511178584_StartingonAICC.PDF

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How to Minimise the Customer Impact of a Cyber Attack

1448967521_HowtoMinimisetheCustomerImpactofaCyberAttack.pdf

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Multi Channel Customer Service White Paper

1422960068_Multichannelcustomerservicewhitepaper.pdf

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The Seven most popular Myths about Cloud Contact Centres Dispelled

1424341016_7popularmyths.pdf

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Top Six Reasons to Choose a Cloud Contact Centre Solution from an Application Specialist

1424341039_topsixreasons.pdf

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UK Decision Makers Guide Interaction Analytics

1414230789_TheUKContactCentreDecisionMakersGuide2014NEXIDIAWHITEPAPERI

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Using call centre technonolgies for insight

1346412299_CCMAarticleUsingCallCentreTechnologiesforInsightV062.doc

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Voice biometrics

1408187816_DispellingTheMythsSurroundingVoiceBiometrics.docx

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Whats holding back local goverment digital adoption

1502785567_8x8PublicSectorReportJuly171.pdf

UK National Contact Centre Conference 2017

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1510848882_PremierInnCCMAPresentation.pdf

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1510848957_SCaesarDailyMailCCMA8Nov17.pdf

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1510848568_CCMAAtomBank.pdf

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1510848614_FinalCifasPindropPPT.pdf

UK National Contact Centre Conference Nov 2013

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Easy Does it

1383919581_EasyDoesitNicolaMillard10am.pdf

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UK National Contact Centre Conference Brochure

1383921488_CCMAConferencebrochure.pdf

Wellbeing

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Acoustic safety

1354886915_AcousticSafetyandComfortWhitepaperver.CommSolutions.pdf

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Noise in the customer service centre

1473326484_20172ENCCSPNoiseGuide28SEP2015hiilovepdfcompressed.pdf

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White Paper Noise at Work Legislation & VistaPlus Digital Amplifier

1472893920_NoiseatWorkWhitePaper.pdf