Learn How the Role of the Contact Centre is Evolving

As digital becomes more and more involved in our business interactions through automated systems and chatbots, we see the growing importance of providing a context-aware intimate personal service.

Join us Tomorrow, 13 September, as WFO expert Mark Evans, MD of Welltel Enterprise, along with specialists from Verint share their approach to empowering agents to deliver true value as expert communicators delivering insight rather than information.

We are delighted to be joined by Dr. Bob Mann, Senior Director Verint (see speaker bio below) who will discuss how to leverage the customer experience as a business differentiator.

Get involved in the conversation and stay for the BBQ!

Where: Morrisson Hotel, Ormond Quay Lower, Dublin.
When: 13 September, from 3 p.m.

Dr.BobMannAbout the speaker – Dr. Bob Mann - Bob has been working in ICT for 30 years with roles including functional and system test, product development, product management, product marketing, channel management and business development.  Bob’s particular specialism for the last 25 years has been in Customer Relationship Management and Customer Access channels including CTI and digital channel-shift solutions.

At IBM he was WW channel manager for CTI products, and has under his name a number of the original CTI patents.

For the past 15 years Bob has been a key driver and consultant in Verint’s Customer Engagement Management solutions, most specifically into the Government sector both in the UK, North America and Australia, and so has a good overview of “best practice” in the global marketplace.  In his current role, Bob is a senior director supporting the running of the worldwide practice for Verint’s Engagement Management Professional solution set.

It’s That Time Again – CCMA Awards 2018 Are Fast Approaching

We are now accepting entries for the 2018 edition of the Irish Customer Contact and Shared Services awards.

2017 Contact Centre of the Year

Its time to get the creative juices flowing for this year’s submissions!

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, 5th September, 2018.

The 2018 Irish Customer Contact & Shared Services Awards hosted by CCMA Ireland will take place on Saturday, 10th November, 2018 in the Clayton Hotel, Burlington Road, Dublin 4.

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

We plan to host a judges call at 2.30 p.m. on Wednesday 11th July for companies who are considering entering the awards.  The purpose of this call is to provide hints and tips on preparing a submission.  The call will also be recorded.

Register for the Judges call

If you are interested in sponsorship opportunities at the awards please contact Dorothy@ccma.ie

Conversational Interfaces – The Rise of The Machines

Next Interface VisualIt may come as a surprise to you that 75% of American households will have a smart speaker by 2020. (Gartner). It may also surprise you that 90% of the population of the United Kingdom can now be addressed via either Facebook Messenger or WhatsApp. Would it surprise you to know that nearly half of all retail payments in China are now made through WeChat, the Chinese version of these messengers?

In 2017, Google’s word recognition matched that of a human for the first time. It will soon be better than humans at recognising objects from your mobile phone camera, your home security system, or your in-home digital personal assistant.

Chart 2The same holds for Amazon Alexa. Does anybody really think that customer interaction and customer service will be business as usual in these new environments?

CCMA, in association with our sponsor Webio, is hosting a breakfast briefing on Thursday 7th June, on the topic of “The Future of Customer Service”. At this event we will give you the understanding of what is happening in the world of conversational interfaces from two companies implementing these technologies today.

Colin Lewis leads a team at OpenJaw Technologies, a Chinese owned travel technology company with insights into how Conversational interfaces change the customer journey in that industry. Brian Heron is Principle Designer and Director at Each & Other and is working on projects implementing these approaches in the retail and finance sectors. This really is golden opportunity to gain the inside track on the fastest growing technology in history.

If you would like to attend please click “Register for Event”


CCMA Leadership Summit 2018 – Streamed Live

CCMA Live Stream

We are streaming our conference live from Killashee house in Naas, Co Kildare on Thursday 24th May 2017.

The stream will start at 9AM and you can view it directly on this page.

Join in the conversation on Twitter using the hashtag #ccmasummit

CCMA CX Summit 2018 Announcement

The CCMA Annual Conference will take place on Thursday 24th May in Killashee House Hotel, Naas, Co. Kildare.

This year we will discuss CX Transformation in the Digital Era and Achieving Employee Engagement. and we’re delighted to announce Daryn Mason, CX Thought Leader and Blogger, as our keynote speaker. Here is a sneak peek of Daryn’s content.

Digital Transformation and the Laws of PhysiCX

You can’t change the Laws of Physics and Customer Experience (CX) laws are no different. In his exploration of this analogy, Daryn Mason looks at how the Laws of PhysiCX and Digital Transformation are inextricably linked. He’ll expose how the unrelenting pace of innovation is both helping and hindering our efforts to improve the customer experience.

As we understand more about CX and Digital Transformation, Daryn reveals the new laws that are emerging, from the collapsing universe of Marketing, Sales and Service, to the future trajectory of CX (and why it’s not what you might think!)

Knowing the laws is one thing, but how can you exploit them? New technologies are emerging all the time, but are they the answer to better customer experience? Daryn shares his top three strategies for CX transformation.

Finally, Daryn discusses the most important “C” word of all – and it’s not “customer”.

We welcome an impressive group of senior industry executives to our discussion as well. Visit our event page for the full list.

UPDATE: We will be streamng the conference live from Killashee House and tweeting live on #ccmasummuit. Visit our livestream page for more details.

eoghan-mcdermott-mcMC for the day will be Eoghan McDermott of The Communications Clinic. The cost per delegate for CCMA members is €199. Cost per delegate for non-members is €249. If you would like to book a place at this event, please click on the button below.


Remote Working is Transforming the Contact Centre Industry

Image option 3Sue Marshall, CEO of ABodoo, will take to the podium with John Riordan, Director of Support, Shopify, to discuss the many ways in which remote working is transforming the Contact Centre industry, offering increased productivity, access to new talent pools, lower attrition levels and greater flexibility for scaling.

Sue has over 20 years contact centre leadership experience across Software, Outsourcing and Online Recruitment. Sue’s earliest success was building an outsourced contact centre start-up to revenues of £28 million in just 5 years.

On Thursday, April 12th, Sue will discuss the 4 Core Winning Principles for Building a Remote Workforce including finding the right people, the best tech tools, trust, empowerment and remote interaction.

Welcoming our new CCMA Board in 2018

board_banner-v02The CCMA Ireland Ltd. AGM took place on Wednesday, 30th November, 2017, where the Board decided to co-opt a new member to join the existing Board. We are delighted to announce that Joe Cahalane, Managing Director, Arise, has joined the CCMA Board.

At a subsequent board meeting, Derek Temple was appointed Chairperson and Derek Stalley, Vice Chairperson. Derek Temple will also continue to act as Head of Finance for the Association.

In taking on the role of Chairperson, Derek Temple on behalf of the board, thanked Helena Cooney and Margaret Ward for the significant contribution both had made over the past number of years in the role of Chairperson and Vice Chairperson, to the growth and development of the Association.

I am sure you will join me in wishing the new Board and officers success in their role as we work together to continue to grow our industry Association and to meet the needs of our members.

Best regards,
Dorothy O’Byrne
Managing Director CCMA Ireland.

BT’s Digital Customer Insights Report

Joseph Walsh, Commercial and Marketing, BT Communications Ireland Ltd., sponsors of the CCMA, has provided this insightful digital customer research report.

Digital Customer Report

At BT we’ve been running an extensive global research programme since 2010, to help understand the impact digital technologies are having on consumers and how they communicate with customer-facing organisations. We want to understand what devices and channels consumers are using, what their expectations are for these communications and if they feel these expectations are being met.

Since the start of our programme, one element of consumer behaviour that has remained constant, but has become increasingly difficult to provide, is simplicity. Simplicity is top of the consumer priority list. They’ll be loyal to organisations that are easy to deal with and they will buy more from organisations who make it easy to buy from.

‘Chat, tap, talk: Eight key trends to transform your digital customer experience, is the latest output of our research programme. It’s based on a survey of 5,000 consumers across 10 countries. In the survey we’ve probed consumers preferences for messaging based services like web chat, asked their views on the emergence of bots and the role they have to play in customer service, and we’ve dived into the increasing use of video along the customer purchasing journey.

This papers provides senior executives and their customer relationship management colleagues with some fresh insight into what customers want and it shares our thoughts on how this might translate into practice. Simplifying the process for the customer comes down to understanding their journey and the different behaviours they might exhibit along the way. This needs to be done prior to mapping their requirements against the most appropriate channel or technology.

Joeseph Walsh2


Joseph Walsh   
Commercial & Marketing
BT Communications Ireland Ltd.

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.