CCMATalk

We are pausing our Twitter activity for now but you can follow us on LinkedIn at: linkedin.com/company/ccma-c… Join thousands of followers and be part of the UK’s community of contact centre professionals #contactcentres #callcentres #support

While 85% of organizations say improving #customerexperience is the top priority, only 36% are good at it. Why disconnect? It comes down to not effectively measuring and managing customer experience metrics. bit.ly/3UsvleX

Support your neurodiverse colleagues with our new workshop, Understanding Neurodiversity at Work for Managers on Wed 11 Jan 2023 online at 10-11:30am.Find out more & book your place here: ccma.org.uk/members/events… #ccma #neurodiversity #training #contactcentres #onlinelearning

Are you a CCMA member yet? Join us today to access a range of benefits for contact centre professionals. Find out how membership can help you and your contact centre here: ccma.org.uk/membership/joi… #ccma #membership #contactcentres

We are very pleased to announce that we are embarking upon a new partnership with @CCMATALK. As a Platinum partner, Route 101 will be supporting the CCMA to bring contact centre leaders together, share best practice and build skills and knowledge. hubs.li/Q01r-lRH0

Does your contact centre receive customer services messages via social media? Ensure your agents have the right skillset with our workshop - Managing Social Media Customer Service Teams on Tue 10 Jan 2023. More info: ccma.org.uk/members/events… #ccma #socialmedia @luanwise #Training

Do you want to improve your team's performance? Book your place for our online workshop: * Coaching Skills for Team Managers * Tuesday 6 & Friday 9 December 2022 * Time: 9:30 am - 12:30 pm Book your place here: ccma.org.uk/members/events… #ccma #training #coaching @turnercornerls

Are you a Team Leader/Manager involved in the QA process? Learn best practice for your centre & join Helen on the next workshop: * Quality Assurance in the Contact Centre * Thur 8 Dec 2022 Find out more info here: ccma.org.uk/members/events… #ccma #qualityassurance #qa #training

Have you met @gerrybuk? Gerry Brown has helped some of the largest companies in the UK, Canada & EMEA. Gerry will lead our ‘Customer Experience Principles’ workshop on Wed 7 Dec 2022 online at 9:30am - 12:30pm Find out more here: ccma.org.uk/customer-exper… #ccma #training #cx

Recent #CCMA research showed that although agents may do an important job for the community, some sectors enjoy higher customer opinion than others. Discover the opinions that can help shape #CX strategies, download the research here @CCMATalk #Odigohttps://bit.ly/3wuN6zf

Which aspects of a career in customer service rate highly and which need work? The #CCMA supported by #Odigo conducted research that can help contact centres adapt #CX strategies to current customer opinion. Find the full report here @CCMATALK

Ever wonder about the impact of background noise has in contact centres? We’ve thought a lot about it. Check out our article on the Call Centre Management Association website, link below: l8r.it/mFVo #voiceisolation #callcentre #noise #agent #wfh @CCMATALK

Introduction to Resource Planning is an intensive 3 part virtual course which will help you to optimise your resources and deliver great service. Find out why this course is so popular here: ccma.org.uk/members/events… #ccma #contactcentres #training #resourceplanning #ccma #course

Our specialist training supports contact centre professionals to perform at their very best. Find out more about the CCMA contact centre training here: ccma.org.uk/members/traini… #ccma #training #learning #contactcentre

Did you know that coaching & training can help improve performance by 84%? Learn how to coach and inspire your team here: ccma.org.uk/members/events… #ccma #coaching And find out why delegates rate this course so highly! #ccma #coaching #contactcentres #Training @turnercornerls

Do you need to improve forecasting & scheduling in a small contact centre operation? Join our practical 3 part online workshop - Develop Resource Planning Skills. Find out more here: ccma.org.uk/members/events… #ccma #contactcentres #resources #contactcentre #Training #efficiency

We recently co-hosted a webinar with the @CCMATALK We got so many great questions, some of which we didn’t have time to address live. We don’t want to leave anyone hanging… so we summarised them in this blog post, link below: iris.audio/blog/ccma-webi… @HarrietMinter @tomdarns

There's still time to meet @luanwise on our online workshop, Principles of Marketing Communications. You can book your place for Tue 15 Nov 2022. Find out more about this 3hr online workshop here: ccma.org.uk/members/events… #ccma #contactcentres #marketing #marketingcommunications

Did you miss the @CCMATALK webinar? Don't worry, you can still benefit from the great discussion on how the use of #AI can provide true customer experience improvements while reducing costs & delivering a strong #ROI. Watch it here: hubs.ly/Q01pdMpZ0 #CustomerExperience

Do you work with vulnerable customers? Learn to recognise all types of vulnerability, develop appropriate strategies & create an action to meet your customers' needs effectively in our workshop on 10 Nov 22 ccma.org.uk/members/events… #ccma #vulnerability #Training #contactcentres