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.

CCMA Leadership Summit 2017-Review

Round up from the CCMA 2017 leadership Summit

CCMA Leadership Summit 2017

What a great day last Thursday, May 25th at the Killashee House Hotel and many thanks to everyone who joined us to learn, network and share at the CCMA annual conference sponsored by Oracle. We had over 200 attendees physically attend and another 170 people join us on our Live Stream on YouTube.

If you missed the event, or would value a recap, we have pulled together some of the key learning’s from the day.

We kicked off the day with an inspirational keynote address from Gerry Duffy.  Gerry reminded us that in the pursuit of continuous improvement, company executives need to show that they care and take on the role of “Chief Inspirational Officer”.

He spoke about how to set effective goals for your business and introduced some great acronyms originating from Keith Cunningham (Author and Speaker) outlining three keys for good business:

  1. FOWTW – Find out what THEY want. Most companies fail at this one because we give them what we THINK they want.
  2. GAGI – Go and Get it.
  3. GITT – Give it to them

Gerry closed out the keynote with a great quote laying down a challenge for us all.

“The company that does not innovate invariably declines. Get uncomfortable”

Our discussion then moved to an economic focus where Gerard O’Neill from Amarach Research presented some insightful statistics confirming the value of digital streams as a means for successful customer service (Open the dialogue where your customers are – online). Here you can see a breakdown by industry type the propensity to use a website or social media to communicate with their provider.

29-05-2017 12-35-29 PM

We discussed the value crisis and deflation and therefore the importance of value versus price as we are combating against the Amazon-factor.

“Price is what you pay, value is what you get. Unlock the surplus value.”

Our case study, “The Wayfair Story,” with Renate Kohlmann, really showed a great example of a business built with customer experience at the centre of its focus and how it helped to shape the nature of their online retail store. They give their customer service personnel autonomy to handle issues and filter those back to the organisation for greater team learning. The customer web experience is also solidified with Wayfair’s phone channels where they offer consultant selling to maximize revenue and the value to the customer.

We also got to see some cool technology with the new augmented reality demo, where you can see the Wayfair products in 3D and use the camera to see it in your space.

Service EngagementMoving over to a look at some global trends, Les Bayne from Accenture, showed us an opportunity to change from “Service as a remedy – Service as engagement” in order for our customer interactions to contribute to growth versus cost for our business.

Whether engaging via phone or web, it is more critical than ever to set up your front-line teams with more intelligence, more skill and more responsibility to deal with these issues without having to connect through several people/channels to get the issue solved. By the time the customer is interacting with you it is already “mission-critical,” as Clare Tibbitts from Plantronics pointed out. They expect you to connect the journey, remember them, be aware of their past interactions, and adapt to their needs.

We heard from several speakers stressing the importance of synergy and consistency between all your communications channels and the impact of the Omni Channel.

Len Mason from Oracle stated,

“It’s not the strongest Company that survives, nor the most intelligent, but the one most responsive to change.”

I think we all got a good laugh when Len started speaking Mancunian for the Argos example outlining the Twitter customer experience where someone complained and received a quick response to a problem and spoke in the customers’ “language”. It did allow us to see how different the conversation can be on different platforms however.  An email interaction with this customer would likely be much different in the response.

Fergal Coburn  from AIB explained that customers are going to use the optimal channel to best suit their needs, so it is important to let data help you be more relevant to your customers – no matter what channel they choose.

Finally we explored best practices to setting up great customer experiences through your people.  Starting from the inside out, Dr. Ui May Tan explained the importance of wellness and some best practices for setting up a wellness program in your organization, while Cormac Murphy reviewed with us a 7-stage plan to help guide you through the process – We hope that you also kept your booklet, “Delivering customer experience through your people – A Practical Guide,” for a more in-depth review.

7 stages

Presentations from the conference are available for members to download on the members area of our website.

Thank you again to everyone who came out and joined the conversation and shared information.

Resources mentioned:

  • Pat Lencioni, author of fables about issues in companies (death by meeting) (5 dysfunctions of a team).
  • Gerard O’Niell – A new proclamation for a new Generation

Some great Tweets #ccmasummit

tweet tweet1 tweet2 tweet3 tweet4 tweet5

This Guest Blog post was contributed by Cormac Farrelly

Cormac is a Digital Marketing Strategist with WSI. He enjoys helping executives, business owners and entrepreneurs understand how to take advantage of digital technologies to support their business objectives.

Opinions presented in this blog post are those of the author and not necessarily those of CCMA.

WSI is a digital marketing agency – With over 1,000 offices in 80 countries, they support local businesses with global insights.

Countdown to CCMA Customer Experience Conference 2017

CCMA Customer Experience Leadership Summit live From Killashee House…

killashee-house-smallWe are looking forward to welcoming over 200 delegates to our Oracle Sponsored Customer Experience Leadership Summit at Killashee House Hotel on Thursday 25th May.

However we understand that many team members from our extended community will not be able to join us on the day so we are delighted to announce that we will be streaming the event live from 9am on Thursday morning.

You can tune in and watch the event live on your computer, tablet or smartphone using the following web address:


Live Twitter Feed

We also invite everyone to join the conversation on twitter using the hashtag #ccmasummit.  All tweets to this hashtag will be displayed on the large conference monitors during the conference.

We will also be awarding a prize, Plantronics Back Beat Fit Wireless Sports Headphones , sponsored by Plantronics who will be exhibiting at the conference, for the best tweet so keep those tweets coming in!

Panel of experts

We will be hosting a panel discussion with some of our speakers and industry professionals at 3:15pm.  This is a great opportunity to pose questions to our panel of experts – You can also tweet your question to us using #ccmasummit

We look forward to meeting you in person at Killashee House Hotel on Thursday or meeting you virtually through our digital options.

CCMA Leadership Summit 2017 – Streamed Live

Live Streaming of CCMA Customer Experience Leadership Summit

We are streaming our conference live from Killashee house in Naas, Co Kildare on Thursday 25th May 2017.  The stream will start at 9am and you can view it directly on this page (See below).

Join in the conversation on Twitter using the hashtag #ccmasummit