Discount offer on Contact Babel reports

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Discount offer on Contact Babel…

Exclusive to CCMA members:

ContactBabel is one of our industry’s leading research bodies, publishing several high profile and important reports every year, including the influential Contact Centre Decision Maker’s Guide.

Up until the end of March, CCMA members can get a 10% discount on two of ContactBabel’s new reports. To order either report and get the discount, download the relevant form below and when you email it to ContactBabel just say that you are a CCMA member.

The Contact Centre HR & Operational Benchmarking Report 2018/19

Download the report summary and order form here …

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UK Contact Centres 2018-2023: State of the Industry & Technology Penetration

Download the report summary and order form here …

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For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

Watch: Showing the Boardroom the Strategic Value of Your Contact Centre

Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

Provided by

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