Happy Christmas from CCMA

CCMA Ireland donated over 4,000 euros to Childline on behalf of our members


While Santa will be busy over the next few weeks we hope everyone gets a chance to enjoy a Happy Christmas and, on behalf of the board of the CCMA, we wish you continued success in the New Year.

We are delighted to advise our members that on behalf of the association we recently presented Childline with a donation of €4,135  bringing our total donations to Childline over the last seven years to €38,078.18. These funds were raised at the Irish Customer Contact and Shared Services Awards 2011-2017 hosted by CCMA. We thank all attendees for their generous contributions to our raffle for this very worthy cause.

We are busy working on our schedule of events for 2018 and plan to have a packed agenda with monthly network forums sharing industry best practice and our annual conference in May. Details of all upcoming events including our industry jobs fair will be available on our website soon, so be sure to check in often.

If there are any particular subject areas that you would like addressed as part of a CCMA Network Forum in 2018 or if your company would like to participate in our industry jobs fair please contact me at dorothy@ccma.ie.

Thank you for your continued support for our industry association.

We wish you and yours health and happiness in 2018.


Chatbots and AI are Here to Stay

Our CCMA Silver sponsor, Webio, is hosting a webinar Friday, December 8th.

Webinar : Learn How to Use Chatbots and AI in Your Contact Centre

A Webinar Dec 8 EM ImageBusinesses are realizing that their customers now expect 24/7 customer engagement which is a challenge for many.

The significant shift towards conversational messaging cannot be ignored anymore. With 67% of customers using chatbots (unknowingly in all cases) for customer support in the last year (Gartner) and 80% of business planning to implement chatbots by 2020 (Business Insider). The time to act is now.

So how can your business start this transition into the world of chatbots and customer conversational messaging?  It is not as challenging as you may think.

Join this 45-minute webinar, where we will look at:

  •     Why chatbots have become so popular in businesses of all sizes.
  •     What’s the reality on the ground today with AI and Chatbot usage.
  •     “Practical AI” uses and how it can augment your existing channels today.
  •     Blended ‘AI’: Letting Chatbots and Live Agents work-side-by-side.
  •     Where’s the right place to start from a cost, resource and business benefit.

Date: Friday December 8th
Time: 10:15am GMT

Learn more about Webio.

Three Tips to Help You With Cloud Migration

Enda Kenneally, VP of Sales and Business Development with CCMA Silver Sponsor West Unified Communications (UC), provides practical advice on Cloud Migration.


Legacy contact centre systems have many limitations that hinder a firm’s ability to deliver the best customer experience across all channels. These systems often have high ownership costs and, more importantly, are inflexible. It is this lack of flexibility that is most damaging to the customer experience. As such, according to a recent West UC Report, 39% of companies have already migrated their contact centre operations to the cloud, and a further 53% are planning to move to a cloud contact centre platform within three years.

The cloud offers many advantages over legacy systems, including faster deployments, higher profitability, future-proofing of the contact centre and better security. These enable the contact centre to deliver a significantly better and smoother overall customer experience.

So, if you are planning to make the most of cloud technology and migrate your contact centre too, here are three top tips to help you:

  1. Know Your Customer
    Before you decide how to transition to the cloud and with which provider, make sure you know your customers’ preferences. For example, web self-service is a feature most consumers expect for simple enquiries and straightforward transactions. Similarly, SMS messages can be very useful for outbound campaigns, and can save your contact centre agents a significant amount of time so they can focus on dealing with more complex enquiries. Would your customers be happy to receive SMS updates from you? It is essential to keep a pulse of your customers’ choices at any given time and be aware that these may change depending on the nature of the enquiry, or over time as new technologies develop. Make sure you have done your research and select a cloud-migration partner that can deliver the flexibility you need to meet your customers’ evolving expectations.
  2. Plan to Future-Proof
    It is only a matter of time before digital contacts overtake voice in the contact centre. In fact, West’s report indicates that 88% of contact centre professionals expect this change to happen in the next five years. Digital communication methods will continue to evolve, and as such so will customer behaviour. To keep up with customer expectations, it is essential that you take the time to future-proof your contact centre. Will the technology architecture of the vendors you’re considering integrate easily with your current and future systems? Will you have to pay for new features and functionalities, or are these included within your contract? Plan ahead and arm yourself with a tick-box of all the essential future-proof requirements. You should be buying into a platform that is designed for multi-channel contact from the outset and integrates easily with existing systems and infrastructure, including your CRM.
  3. Get Tech Savvy
    Not all cloud systems are equal. While moving to the cloud does not require the same level of capital investment as buying on-premise equipment, it is true that migration is a significant organisational change, so it is vital that you evaluate your choice of cloud platform and vendor carefully. It is vital to do thorough research before making the switch – find out what your business requirements are and investigate whether the providers you are evaluating are able to meet all those needs. Consider the market reputation of your chosen provider too. It is important to ensure that the company providing you with essential technology has a good track record.


written by: Enda Kenneally
VP of Sales and Business Development
West UC

Highlights from the Irish Customer Contact and Shared Services Awards 2017

Amazing night of fun and success!

CCMA Awards 2017

Congratulations to all the award winners in this year’s prestigious Irish Customer Contact and Shared Services Awards. CCMA’s Awards ceremony was held last Saturday night, 11th November, in the Clayton Hotel, Burlington Road, Dublin. This industry event was kindly sponsored by Oracle. The night proved to be a really great success and our sincere thanks goes to Oliver Callan for being our host for the evening. The event was attended by almost 800 industry professionals. Once again we had a live video stream of the Awards ceremony and we were delighted that so many people logged on to watch the event live.

We also had a live stream of Tweets to our hashtag #ccmalive and the response was fantastic. If you are not connected to us already, please follow us on Twitter using the button below 

With music provided by the fabulous band The Prickly Pears dancing went on till late! Photos will be posted shortly on our Facebook Page.

If you would like to learn about the winners and those highly commended on the night please download the Book of the Night.

Countdown to 2017 Irish Customer Contact & Shared Services Awards


The big night will soon be here!

CCMA’s biggest industry event takes place this Saturday night (November 11th) with the hosting of the Irish Customer Contact and Shared Services Awards at the Clayton Hotel, Burlington Road, Dublin 4.

The event will be attended by over 750 leading industry practitioners from across Ireland for what promises to be a very enjoyable evening.

We are delighted to announce that Oracle are gold sponsors of the 2017 awards and we thank them for their support.

The gala awards ceremony will be hosted by Oliver Callan and entertainment on the night will see the return of The Prickly Pears.

Once again this year we will have a live video stream of the Awards ceremony which will be relayed on the night. You will be able to access this on www.ccma.ie/live. Our Twitter hastag will be #ccmalive so if you cannot join us on the night please do tweet your messages to friends and colleagues nominated for an award as a live stream of Tweets will be on show during the ceremony.

#ccmalive is now up and running so feel free to send us your messages before Saturday!

UPDATE: Raffle for Childline


Childline ISPCC

CCMA will once again be asking guests at the ceremony to participate in a raffle to raise funds for Childline.

Over the last 6 years attendees have donated over €30,000 for Childline. 

The charity needs all the support it can get to help to keep their 24 hour service operational. This Christmas Day more than a thousand children in distress will call Childline and support is critical to help keep this service running.

Many companies attending on the night have generously provided great prizes.  What more reason do you need?

2017 CCMA Awards Streamed Live

Awards ceremony streamed live…

We are delighted to announce that we will be streaming the awards ceremony live from the Clayton Hotel, Burlington Road,  Dublin on Saturday 11th November 2017 @7:00pm

Watch the CCMA Awards live

Shortlist announced for Irish Customer Contact & Shared Services Awards 2017

43 Companies are shortlisted for 2017 awards…

CCMA Awards Shortlist 2017 banner
CCMA are delighted to announce that 43 companies have been shortlisted for an Irish Customer Contact & Shared Services Award.

These prestigious industry awards celebrate the high standards and service excellence within the Irish Customer Contact & Shared Services sector. The awards recognise and honour the companies and people who focus on being the best.

Across 17 categories many leading Irish and International customer service organisations have shown that they are at the forefront in supporting their customers through a range of channels including on-line and social media. Congratulations to all who have participated and best of luck to those short-listed.

The gala awards ceremony will take place on Saturday 11th November in the Clayton Hotel, Burlington Road, Dublin 4. Our host for the evening will be Oliver Callan, music will be by The Prickly Pears.

We are delighted to announce that Oracle are gold sponsors of the 2017 awards and we thank them for their support.

If you would like to attend the awards or are interested in sponsoring an award category please contact Dorothy@ccma.ie


For those who cannot attend, the awards ceremony will be streamed live so stay tuned as further details will be provided shortly.

Drive Fast and Efficient Digital Self-Service Across Your Enterprise

Learn How Intelligent Knowledge Management Helps.

Pascal Gauvrit

CTO Eptica with partners Wren Data

Technology and Innovation leaders are invited to learn how Eptica, in partnership with Wren Data, have helped leading enterprises manage increased customer expectation and satisfaction in providing intelligent self-service solutions which leverage customer data, and are supported by natural language processing and sophisticated cognitive learning technologies. This results in significantly improved efficiencies, empowered staff and a highly self-sufficient, engaged customers across web, mobile and any messaging channels.

There is an opportunity for your company to discuss and learn from industry-recognised specialists, Mr. Pascal Gauvrit, CTO, and his colleagues at Eptica, as the content is designed to assist you and your organisation to evaluate the impact cognitive learning and natural language processing technologies are going to have on your business, customers and staff.

If you would like to learn more or attend this event please register here.

Build a Contact Centre in Only 2 Weeks

Event: Build a Contact Centre in 2 weeks

IDG DirectJoin us in welcoming John Moran, the head of IDG Direct in Ireland, this Wednesday, September 27th at The Clarence Hotel, 6-8 Wellington Quay, Dublin 2, and discover how they set up a Dublin contact centre in only 2 weeks (yes that is right!) from the premises, to the staff and the technology he will explain how he built a network of contact centres, which now has 600 agents.

Gordon O’Neill, CEO, Goldfish.ie, will also discuss their involvement with the contact centre management systems and the cloud-based software (Quvu) to help increase call volume by 300%.

Who is IDG Direct?
IDG Direct is a wholly owned subsidiary of International Data Group (IDG) the world’s leading Technology Media, Events and Research Company. IDG is committed to helping people acquire and use technology successfully. As a result, IDG brands have become the trusted source for advice and insight into technology news and trends around the world.

Founded in 1964 by Irish American and MIT graduate Patrick McGovern with $5,000 from the sale of his car. Patrick got accepted to MIT after he designed an unbeatable algorithm for the game noughts and crosses. Whilst at MIT he started writing for the world’s first ever computer magazine Computer World. In 1992 he wrote the very first ‘Dummies’ book entitled ‘DOS for Dummies’, which went on to be the best-selling series of books ever. IDG is now in 97 countries with all revenues of $3.55bn. A philanthropist he set up the McGovern Brain Institute at MIT.

Who is Goldfish.ie?
Goldfish is a cloud telecoms company set up in 2010 to provide telephone services to businesses across Ireland. An Irish company, we are part of a network that handles 66 million calls annually. Switch your organisations telecoms to the cloud today and take advantage of the benefits of VoIP. Keep your existing telephone numbers by transferring them to Goldfish.

We look forward to seeing you there.

Countdown to CCMA Awards 2017 – Time To Start Writing

As the deadline for 2017 submissions looms we thought we would give you a flavour of last year’s awards ceremony…

We are delighted to announce that we are now accepting entries for the 2017 edition of the Irish Customer Contact and Shared Services awards.

These prestigious awards recognise companies that are the best in our industry sector. They highlight the tremendous work that our people undertake to deliver exceptional service to our many customers at home and abroad.

The application pack with details of all 17 categories and criteria for entry can be downloaded from our website.

The closing date for entries is 5.00 p.m. Wednesday 6th September, 2017.

The 2017 Irish Customer Contact & Shared Services Awards hosted by CCMA Ireland will take place on Saturday 11th November 2017 in the Clayton Hotel, Burlington Road, Dublin 4.

Entries will be accepted by e-mail only to awards@ccma.ie

A judges call for companies who are considering entering the awards providing hints and tips on preparing a submission took place recently and a recording of the call can be viewed in the video below.