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Articles - CCMA
RECENT
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Record-Breaking Year for CCMA’s UKNCCA 2024 as Finalists Announced
Winners Announced at the UK National Contact Centre Awards 2023
UK National Contact Centre Awards 2018 – Winners Announced
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14 Ideas We Learnt at OVO Energy’s Contact Centre
Consumer Perception and the State of Service Trends
Really Understand Why Your Customers Are Contacting You
The Contact Centre Manifesto – Don’t Do ANYTHING Until You Have Done These 10 Things!
Call Centre Management Association (CCMA)
Contact Centre Frontline Salaries Up by 11%
Change at the Top of the CCMA
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Consumers Returning to Assisted Channels
UK National Contact Centre Awards 2024
The UK National Contact Centre Awards 2024 Are OPEN!
16 Learnings for Navigating the Technology Landscape
Empowering People – CCMA Interview with Leigh Hopwood
CCMA Celebrates 25 years as Advocates of the Contact Centre Industry
CCMA Celebrates 30 Years With Pearls of Wisdom Campaign
New Report Into UK BPO Trends
Finalists Announced for Contact Centre Awards
The ECCCSAs 2019 Winners Have Been Announced!
Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
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Latest Resources
Manager's Guide: Choosing The Right Conversation Intelligence Platform
eBook: The Impact of AI on the Contact Centre
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
Evolving Your WFM Strategy – Webinar
Wed 08 May 2024
Latest Insights
Contact Centres in 2030: The AI Frontier – Where Humans and Machines Unite
The Death of the IVR: How Generative AI is Transforming Customer Service
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