>Category Archives: CCMA Network Forum

The Learning & Development Pathway of an Advisor

CCMA Members Forum: Vhi Healthcare Showcasing The Learning & Development…

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Navigation to Digital Customer Care

Rory Devitt, CS Group Manager, Blizzard Entertainment provides highlights from the recent BT…

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Bringing Shared Services into the Civil Service

Insight from 2015 CCMA Award Winner – PeoplePoint NSSO, DPER….

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Contact Quality Control – Can this be delivered through coaching?

Markus Novak, Team Manager Blizzard Entertainment, explores different methods for…

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The Rise of Digital Channels

BT Evolution Forum: The Rise Of Digital Channels In collaboration…

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Eircodes are coming

Eircodes are coming… Is your business prepared for these new…

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How to Increase Contact Centre Productivity Whilst Improving Customer Service

Anna Byrne from Scorebuddy investigates how contact centres can turn…

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Live Chat – Why Engagement Matters

Cormac Farrelly, Digital Marketing Consultant with WSI, examines the findings…

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Contact Centres get Personal

Kim Robertson, Management Consultant at BT Ireland, tackles the issue…

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Measuring Customer Effort – the only true measure of Customer Loyalty?

Quality Measurement of Customer Effort – A Bord Gais Networks…

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