Learn from Xerox – International Shared Services Centre of the Year 2011

Posted on February 17, 2012 by Dorothy O'Byrne

Visit to Xerox Managed Print Services Global Delivery Centre Thursday 1st March 2012

We are delighted to announce that our next CCMA Network Forum will be hosted by Xerox at their facility in Ballycoolin Business Park, Blanchardstown on Thursday 1st March.Xerox International Shared Services Centre of the Year 2011

The Xerox Managed Print Services Global Delivery Centre was awarded the accolade International Shared Services Centre of the Year at the 2011 Irish Contact Centre and Shared Services Awards. With 230 highly skilled professionals the centre supports a range of activities across 11 countries in 16 languages servicing European and Global markets. At this network forum Xerox will outline their Shared Services business model and provide a tour of their facility.

The agenda for the event is as follows:

  • 08.30 – 09.00 a.m. Registration – tea, coffee and networking
  • 09.00 – 10 .00 a.m. Xerox - Overview and insight into the Shared Services Delivery model
  • 10.00 – 10.30 a.m. Tour of Centre and Tools Demonstration
  • 10.30 – 11.00 a.m. Questions, Networking and Close.

This Xerox facility has been at the forefront in implementing several major service innovations including cloud based solutions and a virtual training centre. This promises to be an event at which you will hear best practice for the design and operation of a Shared Services Centre.

If you would like to register to attend this network forum please visit our events page.

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The New World of Work – A Microsoft and Plantronics Perspective

Posted on February 13, 2012 by guest-blogger

At our recent event jointly hosted by Plantronics and Microsoft, CCMA members heard about the dramatic changes taking place in the way in which people now work.

We asked CCMA member Jane Palles On Line Operations Manager Customer Support for Paddypower.com to write a short piece about this event which we are delighted to share below.

‘Work is what we do, not where we go’ Event Review – Jane Palles

Since my first contact with technology I’ve been a user of Microsoft so my expectations for the day were pretty aspirational. The entrance from reception into the communal area didn’t let me down; I was presented with a large futuristic space of elevators and endless sun reflected glass. I was impressed!

Phillip Van Houtte (Managing Director Plantronics Europe) was an advocate for the Plantronics brand and although I cringed at the thoughts of it being a sales pitch his approach made me inquisitive of the subject – ‘Work Topology’. The idea of putting someone into their own space and allowing their creativity to fuse ideas resonated in me. Of course the remote interaction with their contact centre peers would be challenging but contact centre staff already have to use their voice as the main communication with customers so why can’t the same rule of thumb apply for how they would communicate remotely with peers and management. The ability to trust the employee to conduct their work plays a huge factor.

The walk through of how a company can use unified communications to its fullest was a practical demo but got me thinking about how I currently use all these features but nothing is yet integrated. Some examples of my day would be:

Yahoo messenger - I use instant chat to communicate with work mates
Skype - I use the internet to speak and video conference vendors

It got me thinking about how productive my team and the company as a whole could be if everything was integrated. Instant communication, sharing data securely, video conferencing, escaping the dreaded mailbox; the demonstration brought outlook to life.

Follow ups for me:

Reading New demographics New workspace
Benchmarking www.Leesman.co.uk workplace effectiveness tool
Resources www.e-work.com
http://www.plantronics.com/uk/solutions/work-topology/
Recruitment Is the role right for the personality
Technology Wi-Fi linked projectors/TV, Lync 2010 trial for operations team
Review Dashboard in Outlook

Many thanks to Jane for this review - this short Microsoft video on the New World of Work will hopefully give you a persepective on how things are changing.

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Clouds, Crowds and Autonomous Customers

Posted on February 1, 2012 by Dorothy O'Byrne

Doing Business as Unusual in 2012

On 11th January BT hosted an event for senior CCMA Executives at which Dr Nicola Millard renowned Customer Experience Futurologist with BT made a presentation entitled “Clouds, Crowds and Autonomous Customers: Doing Business as Unusual in 2012”.

Dr Millard outlined how consumers  are changing more rapidly than the organisations that serve them.

The  future customer is autonomous, demanding and expects to access advice and information through multiple channels – including getting advice from the ‘crowds’ via social  media – at anytime, anywhere and on any device. They often prefer to use  self-service rather than having to talk to someone – as long as it is easy for  them to do so. By the time customers finally get around to contacting the organisation, they often have questions that go far beyond the FAQs. This  places huge demands on the customer service organisation and, especially, the  contact centre.

This video shows Nicola’s thought provoking presentation and considers the challenges of serving this new breed of customer in an era of ‘Business as Unusual’ in 2012.

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February Network Forum “New World of Work”

Posted on January 27, 2012 by Dorothy O'Byrne

Our February Network Forum takes place next Thursday 2nd February. Co-hosted by Plantronics and Microsoft this forum entitled “New World of Work” will look at how technology is reshaping the way of working and the workplace as we know it, forcing us to reassess how we use physical spaces alongside a new, virtual world of online collaboration.

Philip Vanhoutte Managing Director – Europe, Middle East and Africa, PlantronicsPhilip Vanhoutte Presenter at CCMA February Network Forum

Philip will outline how we are evolving towards a future way of work where legacy office hierarchies and fixed work locations will disappear; where ‘virtual’ presence will predominate over face-to-face contact, and where a new armoury of communication and collaboration tools will take creative and know-how work to a new level of productivity.

Jeremy Showalter, Productivity Lead at Microsoft Ireland.Jeremey Showalter Presenter at CCMA February Network Forum

Jeremy will discuss how the New World of Work is a vision to make organisations more effective and productive.  While many challenges face Irish organisations, including the economy, knowledge gaps across teams, and different styles of working – the New World of Work vision provides a direct way of engaging People, Technology, and Place to provide a competitive advantage.  We’ll also see first-hand how Microsoft Ireland has implemented the vision in the way they work.

The event will take place at the Microsoft offices in Sandyford. If you would more information on this event please visit our events page. If you would like to attend please contact dorothy@ccma.ie

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CCMA February Network Forum – Date for your diary

Posted on January 16, 2012 by Dorothy O'Byrne

The New World of Work – hosted by Microsoft and Plantronics.

Our February CCMA Network Forum will take place on Thursday 2nd February. This event will be co hosted by Microsoft and Plantronics.

New World of Work is a vision to make organisations more effective and productive.  While many challenges face Irish organisations, including the economy, knowledge gaps across teams, and different styles of working the New World of Work vision provides a direct way of engaging People, Technology, and Place to provide a competitive advantage.  We will also see first-hand how Microsoft Ireland has implemented the vision in the way they work.

Speakers at the event will include Phillip VanHoutte, Managing Director Plantronics Europe, Middle East and Africa and Jeremy Showalter – Microsoft Office Division – Business Group Lead.

If you would like to join us at this event please book on line. 

If you are not a member of the CCMA but are interested in attending this event please contact us at info@ccma.ie

 

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Season’s Greetings and Happy New Year to all CCMA Members!

Posted on December 22, 2011 by Dorothy O'Byrne

On behalf of the board of the CCMA I would like to wish all our members a Happy Christmas and every success  for you and your business in 2012.

We are delighted to advise members that we recently presented Childline with a donation of €4,500. This sum was raised at the Irish Contact Centre and Shared Services Awards 2011 hosted by CCMA. We thank all attendees for their generous contributions to our raffle held to raise funds for Childline.

Here is a short video of the awards ceremony which we hope you will enjoy. Thanks again to all our sponsors in particular Three our gold sponsor.

We are busy working on our schedule of events for 2012 and plan to have a packed agenda with monthly network forums sharing industry best practice and our annual conference in May. Full details of all upcoming events will be available in early January on our events page.

If there are any particular subject areas that you would like addressed as part of a CCMA Network forum in 2012 please let me know.

We wish you health and happiness in 2012.

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Congratulations to the winners!

Posted on November 22, 2011 by Dorothy O'Byrne

Congratulations once again to winners of an award at the 2011 Irish Contact Centre and Shared Services Awards 2011. This short video opened the awards ceremony…..

The overall winner of Contact Centre of the Year was Bank of Ireland Group Contact Centres. Bank of Ireland in fact went home with two awards – Frances Boyce was crowned Contact Centre Team Leader of the Year.

Other winners on the night included:

  • paddypower.com - Best Customer Service Delivery & Best Use of Technology
  • Bord Gais Energy - Best Sales or Telemarketing Campaign and Credit Management Team of the Year
  • Sage Ireland – Best Technical Support Centre/Helpdesk
  • Zynga Game Ireland – Best Small or Growing Contact or Shared Services Centre
  • Dell – Contact Centre Manager of the Year – Derek Temple
  • Xerox – International Shared Services Centre of the Year
  • Three – Best Customer Retention Programme
  • PayPal – Best Training Programme
  • gem – Best New Product or Service & Outsource Partner of the Year
  • Plantronics – Contact Centre Supplier of the Year
  • Bank of America – Best Quality Measurement Programme
  • Vodafone – Mindaugas Galminas Contact Centre Agent of the Year
  • Vhi Healthcare – Team of the Year

This really was the industry event of the year and we are already making plans for our 2012 awards. Details of all the winners will be published in this weekends Sunday Business Post.

 

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Irish Contact & Shared Services Awards Just 4 Days to go….

Posted on November 16, 2011 by Dorothy O'Byrne

It is now just 4 days to the industry event of the year the Irish Contact Centre & ShareLast year's beautiful trophiesd Services Awards 2011 hosted by CCMA Ireland.

35 companies have been shortlisted for 18 award categories including Best Customer Service Delivery, Contact Centre Agent of the Year and Best New Product or Service to name but a few.

Over 500 industry professionals will gather in the Burlington Hotel Dublin this Saturday night to recognise and honour those companies and people who focus on being the best and setting industry standards by providing an extraordinary customer service.

We are all looking forward to a fantastic night. The ceremony will begin promptly at 7.30 p.m. but we would suggest you arrive no later than 7 p.m. so you can meet and network with your industry peers and friends. Entertainment at this black tie gala awards ceremony will be provided by 20th Century Gold.

Tickets are still available so if you would like to join us please contact me at dorothy@ccma.ie.

If you cannot join us on the night we will be tweeting the award results as they are announced on Saturday night so follow us on www.twitter.com/ccma_ireland.

Look forward to seeing you all on Saturday night.

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Shortlist Irish Contact Centre and Shared Services Awards 2011

Posted on November 8, 2011 by Dorothy O'Byrne

Congratulations to all the nominees and short-listed companies for the 2011 Irish Contact

CCMA awards logo

Centre and Shared Services Awards. Full details of companies short-listed can be seen at http://www.ccma.ie/awards

It is just two weeks to the awards ceremony which will take place on Saturday 19th November in the Burlington Hotel Dublin. For those of you who have not yet booked your place tickets are available.

The awards ceremony which will be hosted by Claire Byrne, will celebrate the best in class for our industry sector. This black tie event will kick off at 7.00 p.m. and will include a five course meal and entertainment. Tickets cost €160 per person (plus VAT at 21%).

If you would like to attend please contact me at dorothy@ccma.ie.    The final date to purchase tickets is Monday 14th November.

We hope you can join us and look forward to a great night of celebration for the Irish Contact Centre and Shared Services industry.

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