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Tag Archives: CCMA
‘Delivering World Class Service With a Human Touch’ – UK National Contact Centre Conference 2018
Ann-Marie Stagg and the CCMA, held the UK National Contact Centre Conference 2018 at the British Library. The theme; Delivering World Class Service With a Human Touch. The event sponsored by Genesys was an extremely well attended event. Free to … Continue reading
Posted in Automated Customer Service, Awards, Best Practice, Candidate Experience, Career Development, Chatbots, Contact Centre Industry, Continuous Improvement, Continuous Improvement/Process Improvment, Customer Contact, customer service, Customers, Digital Experience, Employee Engagement, Employees, Homeworking, multi channel customer experience, Robotics, Transformation/Change
Tagged Agile Product Contact Centre Structure, Air France, Animal Friends, ann-marie Stagg, Ben Page, Bill Wilson, booking.com, BPA Quality, Brainfood Extra, Build a Duck, CCMA, Clare Lomax, Customer Experience, Customer Service, Digital Channel Strategy Lead, Director of Business Operations, Director of Sales and Marketing, Dorchester, Ed Creasey, Field of Flexibility, General Manager, Genesys, Gina Wall, Instagram, Ipsos Mori, James Revell, Lego, Louise Locke, Marije Gould, Martin Hill-Wilson, Martin Teasdale, Monzo Bank, NICE, Peak End Rule, Personalisation, Quality Solutions Director, Ryanair, Sabio, Severn Trent Water, Site Director, Social Engagement, Steven Lee, Stuart Dorman, The British Library, TTEC, Verint
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Maximising Productivity with AI
Tuesday 15th May 2018 – A Great afternoon at the Brewery in London as Rebecca Lawrence and Kerry Gidziewicz attended the CCMA Seminar “Maximising Productivity with AI Solutions”, ahead of the evenings UK National Contact Centre Awards hosted by Ann-Marie … Continue reading
Posted in AI, Automated Customer Service, Awards, Best Practice, Chatbots, Contact Centre Industry, CRM, Customer Experience ROI, Customers, Data, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Robotics
Tagged ann-marie Stagg, Artifical, Artificial Intelligence, CCMA, CCMA UK, cognitive CRM, Ebecs, Ipsos Mori, Kerry Gidziewicz, Mark Billingham, Mark Foyster, Matthew Chatterton, Microsoft, multichannel omnichannel customer service, Productivity with AI, Rebecca Lawrence, Rishi Srivastava, Robotics, ROI with AI, Shop Direct, Sue Preston, The Brewery Venue, UK National Contact Centre Awards, Veripark
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The Connected Customer Revolution: UK National Contact Centre Conference 2017
8th November 2017 and the UK National Contact Centre Conference from the CCMA, held at the British Library knowledge centre. The event, free to members was sold out with a capacity crowd of over 250 in attendance. One particular highlight … Continue reading
Posted in Automated Customer Service, Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, Customer Service Industry, Customer Strategy, Customers, Digital, multi channel customer experience, omni-channel, Robotics
Tagged ann-marie Stagg, Assistant Director of Insgith, Atom Bank, Ben Page, British Library, Cap Gemini, CCMA, CIFAS, Daily Mail Group, Daniel Kahneman, DDC outsourcing, Disney, Douglas Jackson, Ed Creasey, Genesys, Head of Customer Experience, Head of Customer Service, Head of Research, helen wilson, Henley Business School, HMRC, Ipsos Mori, Jason Pillay, John Callachan, lovehoney, LV, Managing Partner, Michael Sherwood, Michelle Ansell, Moneypenny, My Magic+, NICE, NICE ROBOTICS, Nikola Gaubitch, Pindrop, Premier Inn, Professor Moira Clark, Rachel Clacher, Sandra Peaston, Suzi Caesar, Thinking Fast and Slow, UK National Contact Centre Conference
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Homeworking and Social Media Best Practice with the CCMA.
May 16th 2017, location: The Brewery EC1 Members of the CCMA arrived to a surprisingly sunny London to enjoy the Q2 Seminar on Homeworking and Social Media best practice.
Posted in Analytics, Automated Customer Service, Best Practice, Candidate Experience, Chatbots, Contact Centre Industry, Customer Experience, customer insight, Customer Service Industry, Digital, Homeworking, Robotics, Self-Management, social media
Tagged ann-marie Stagg, Call Centre Management Association, CCMA, CCMA UK, Contact Centre Awards, Contact Centre Best Practice, Harveys Furniture, Ibot, Martin Kemp, NHS professionals, Plantronics, Social Media, The brewery, The Met Police, Tobi, UK National Contact Centre Awards 2017, Vodafone, Vodafone Chatbot
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CCMA Seminar and UK National Contact Centre Awards 2016
Last week we headed to the CCMA Quarterly Seminar and UK National Contact Centre Awards at The Brewery in London in London. The Seminar featured a number of speakers from across the industry; first up was Richard Kenny, Head of … Continue reading
Posted in Analytics Recruitment, Automated Customer Service, Awards, Best Practice, business intelligence, Contact Centre Industry, Customer Contact, customer service, Customer Service Industry, Customers, Data, multi channel customer experience, Robotics, Social Customer Service, Speech Analytics
Tagged Awards, Awards best practice, Call Centre Management Association, CCMA, Contact Centre Seminar, Customer analytics, Customer Automation, customer contact, Customer Experience, Customer First, customer insight, Customer Service, Customer Strategy, Digital Customer Service, Endsleigh Insurance, Homeserve, Plantronics, Richard Kenny, Robotics, Self-Serve, UK National Contact Centre Awards, Verint, WebhelpUK
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Back to the Contact Centre of The Future – UK National Contact Centre Conference 2015
A content packed conference, with much to digest, great speakers, the UK National Contact Centre Conference #ukccc15 #cctr Continue reading
Posted in callcentrehelper
Tagged #ukccc15, Andy Ralphs DWP, ann-marie Stagg, Back to the contact centre of the future, Ben Page, Best Practice in Contact Centre, Call Centre, CCMA, Contact Centre, Contact centre avatar, contact centre future, contactcentre, Customer Experience, Customer Strategy, dawn redman hermes, digital transformation, Direct Line, DX, Giles Mclellan UCLAN, harj johal, helen wilson, Ipsos Mori, Martin Hill-Wilson, omnichannel, Plantronics, UK National Contact Centre Conference
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Competent Leaders are Key to Driving Business Growth
Recruit Competent Leaders to Drive your Business Growth, Develop and Retain your employees. Continue reading
Posted in Contact Centre Industry
Tagged Business Growth, Call Centre Management Association, call centres, CCMA, CCMA individual membership, CCMA UK, Competent Leaders, Competent Managers, Contact Centre Best Practice, Contact Centre Leaders, Customer Contact Managers, Customer Strategy, douglas jackson recruitment, Effective Recruitment, fortune.com, free CCMA membership, Hiring Competent Managers, Horrible Bosses 2, How to Achieve Business Success, Jason Bateman, Kevin Spacey, Leadership and management, McCrindle Social Research, Recruiting Competent Leaders, Universal Pictures
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UK National Contact Centre Conference 2014
A round up for the UK National Contact Centre Conference #ukccc2014 from the CCMA Continue reading
Posted in Contact Centre Industry
Tagged #ukccc2014, ann-marie Stagg, Ben Page, Best Practice in Contact Centre, Brainfood Extra, Call Centre Best Practice, callcentremanagementassociation, CCMA, Contact Centre industry, Douglas Jackson, Enterprise rent-a-car, Hannah-Louise Cox, Interactive Intelligence, Ipsos Mori, Jo thomson, Martin Hill-Wilson, Mats Rennstam, Neopost, Open Market, Procter, The future of the Contact Centre
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The Contact Centre Skills and Knowledge of The Future
This week Douglas Jackson attended the CCMA (Call Centre Management Association) seminar; The Contact Centre Skills and Knowledge of the Future.
Posted in Awards, Best Practice, Contact Centre Industry, Customer Experience, Customers
Tagged Avaya, best practice, BT Futurologist, Call Centre, Call Centre Management Association, Call Centre Manager of the Year, Call Centre of the Future, Call Centre Skills of the Future, CCMA, Contact Centre, Contact Centre agents, contact centre technology, Dr Nicola Millard, Future Contact Centre skills, Future leadership requirements, Jo Thompson Managing Director, Milennials, Natalie Keightley
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UK National Contact Centre Conference
One of the great things about the Customer Contact industry is that there are a good number of conferences and award ceremonies to help share best practice, learn from subject matter experts and celebrate the achievements made and last week, … Continue reading
The Call Centre and Customer Management Expo 2013
This week, some of TeamDJ have been at the Call Centre & Customer Management Expo. This is an event that some of our team have been attending for more than ten years and we have certainly seen a great deal of changes … Continue reading
Posted in Awards, Best Practice, Contact Centre Industry, Customer Service Industry, Customer Strategy, Douglas Jackson, Social Customer Service
Tagged Behavioural Change, Business, Call Centre, Call Centre Expo, Call Centre Management Association, CCMA, Customer Management Expo, Customer Service, Douglas Jackson, European Call Centre Awards, European Customer Service Awards, Jez Rose, John Seddon, Martin Hill-Wilson, Michelle Ansell, National Contact Centre Conference, Olympia, social customer service
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