SSCL discuss their experience of CCMA Accreditation and how the process helped them better understand their operation and identify areas for development.
Strategy and Leadership
Colleague Experience
Customer Experience
Operational Excellence
Innovation
The Knowledge Group were approached by their client to support with transitioning their in-house contact centre operation to a specialist contact centre supplier.
Workforce management is doubly challenging in the world of BPO compared to in-house contact centres. DDC OS had used a professional WFM application for many years, but they still faced several frustrations
Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.
Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.
Cadent Gas, the UK’s largest distribution network, saw the Contact Centre Standards Framework as an opportunity to pinpoint areas in their operation that needed more focus.
Strategy and Leadership
Colleague Experience
Customer Experience
Operational Excellence
Innovation
For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.
The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.
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