The Learning & Development Pathway of an Advisor

vhi open forum

CCMA Members Forum: Vhi Healthcare Showcasing The Learning & Development Pathway of an Advisor

Vhi’s Business Centre in Kilkenny will host members of the CCMA this Thursday March 23rd, to provide a unique insight into the CCMA award-winning training programme they undertook to support the launch of Vhi Life in 2016.

On an annual basis, the Vhi learning and development team design a training plan to support the business strategy and goals for the coming year. Training is one of the key enablers in supporting the company’s business goals and strategy in the year ahead. Vhi makes a significant investment in training their people and in their continuous development. This helps them to remain Ireland’s leading health insurer and to ensure their customers receive the best quality service possible.

The Learning and Development team provide on-going training as well as in-house lectures to ensure the customer service team retain their “can do” attitude and continue to provide customers with the “Vhi experience” on every contact.

At the CCMA session on March 23rd, key members from Vhi’s Learning and Development team will give an overview of the bespoke training programme they designed to ensure the dedicated Vhi Life agents could have a professional, informed, knowledgeable and compliant conversation with customers in April 2016. They will outline some of the challenges faced, the approach taken and the results achieved.

In awarding the accolade Best Training & Development Programme 2016 to Vhi at last year’s CCMA awards, the judges noted the level of innovation demonstrated throughout the design, development and execution of the Vhi training programme for the launch of Vhi Life.

We look forward to learning more about this effective learning and development programme in Kilkenny this Thursday.

To find out more about attending this event please contact Dorothy@ccma.ie.

Navigation to Digital Customer Care

Cover image from BT-CCMA business evolution event

Rory Devitt, CS Group Manager, Blizzard Entertainment provides highlights from the recent BT Evolution Series business lunch in association with CCMA.

Greetings! My name is Rory Devitt and I am a CS Group Manager for Blizzard Entertainment, the computer games developer behind titles such as World of Warcraft and Overwatch. With a support centre of 500 people in Blackpool, Cork, supporting the EMEA region, we’re always interested in the new and emerging trends in the customer support industry. This is why I was keen to attend the recent BT Evolution Series business lunch in association with CCMA event titled “Navigation to Digital Customer Care” at the RDS in Dublin.

The three speakers for the event really piqued my interest and the first speaker, Gillian Chamberlain, the Commercial and Marketing General Manager for BT, spoke about how customer service is changing in the modern world, and it proved to be a very interesting topic. She argues that the digital age is being considered as the fourth industrial revolution and today’s customers build on expectations from the past and they expect a seamless, personalised experience with any service company they interact with. Her argument continued that traditional contact centre models are a frustration for customers today and we all need to be thinking about how to adapt our channel strategy, our guided entry and how we can personalise the experience.

Gillian’s main point is that it is no longer about the product or the service, it is about the experience as a total package, which is an interesting concept.

After Gillian, Ken Hughes, a Leading Consumer, Shopper Behaviouralist, Playologist and Keynote Speaker, gave a fascinating talk about the “Blue Dot Consumer“, a new type of consumer who has grown up within the digital age and does not know any other way to interact with the world. In great detail, he laid out how they want everything hyper personalised, fast and they want it now.

He said that they expect us to know their needs before they do and to tailor our interactions directly to them as an individual.

It really built upon the foundation Gillian laid regarding experience as the key element to successful customer service. One of the most interesting concepts Ken spoke about was the idea that consumers today compare experiences from all interactions – not just those within a similar space. As a result, he said, we are no longer competing with our natural competitors, we are competing with every experience an individual has accumulated. Ken spoke for roughly 50 minutes but it honestly felt like 5 and was highly engaging and inspiring.

Finally, Dr. Nicola Millard, the Head of Customer Insight and Futures at BT’s Global Service Innovation Team, was speaking about automation and AI. I was really excited to hear Dr. Millard talk as a few of my colleagues had previously attended a CCMA event where she spoke and they gave high praise after her presentation. She spoke about the future of Customer Service in relation to automation and the advances in AI. The challenge was presented beautifully and really helped illustrate the need for AI and Customer Service to work in tandem and not against each other. Building upon the theme of the day which was Customer Experience, Dr. Millard highlighted how an AI could assist Customer Service organisations to hyper-personalise contacts and identify customer problems ahead of time.

Overall it was a fantastic event. I thoroughly enjoyed how thought provoking the various speakers were and they provided me fuel to brainstorm new approaches to Customer Service for the future. The venue was perfect for the event with the Young Scientists Exhibition taking place next door, the consumers of tomorrow were right there with us. It was also a great opportunity to meet other industry professional from a wide variety of companies and I would highly recommend the event for the future.

Happy Christmas

CCMA Ireland donate over 5,000 Euro to Childline on behalf of our members

contact-centre-santaOn 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 2017.

We are delighted to advise members that on behalf of the association we recently presented Childline with a donation of €5,026.22  bringing our total donations to Childline over the last six years to €33,943.18. These funds were raised at the Irish Customer Contact and Shared Services Awards 2011-2016 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 2017 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 on our website shortly.

If there are any particular subject areas that you would like addressed as part of a CCMA Network Forum in 2017 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 2017.

 

Photos from 2016 CCMA Awards

Oh What a Night!

We are delighted to announce that the photos from the awards night are now available on the CCMA Facebook page. Don’t forget to like our Facebook page!

Thank you once again to everyone for attending and making this such a special occasion!

Highlights from the Irish Customer Contact and Shared Services awards 2016

What a Fantastic night!

CCMA Awards 2016 - Best Contact Centre - Large

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, 12th November, in the DoubleTree by Hilton, Burlington Road, Dublin.

This industry event was kindly sponsored by Genesys with their partners GEMA Consulting Ireland 

The night proved to be a really great success and our sincere thanks goes to Eoghan McDermott for being our host for the evening.

The event was attended by over 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.

Good Luck to all our Award Nominees

Anxious Wait for Our Award Nominees…

We know this is an anxious time for the nominees for our Irish Customer Contact and Shared Services awards.  We would like to congratulate all of you who have been shortlisted for an Award and best wishes on the night.

We have prepared a short video trailer featuring some of our nominees which will hopefully get everyone in the mood for the Gala Awards!

Looking forward to seeing you all there.

 

Countdown to 2016 Irish Customer Contact & Shared Services Awards

2016 CCMA AwardsOnly Five more sleeps till the big night!

CCMA’s biggest industry event takes place this Saturday night (November 12th) with the hosting of the Irish Customer Contact and Shared Services Awards in the DoubleTree by Hilton, Burlington Road, Dublin 4.

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

Once again we are delighted that Genesys with their partners GEMA Consulting Ireland are gold sponsors of the 2016 awards.

The gala awards ceremony will be hosted by Eoghan McDermot (2FM)  and entertainment on the night will be from 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!

Raffle for Childline

ChildlineOn a more serious note CCMA will once again be asking guests at the ceremony to participate in a raffle to raise funds for Childline. Over the last 5 years attendees have donated over €25,000 for Childline. The charity needs all the support it can get to help to keep their 24 hour service operational. Many companies attending on the night have generously provided great prizes.

If you are not already joining us and would like to attend this industry event of the year, a small number of tickets are still available so please contact dorothy@ccma.ie

2016 CCMA Awards Streamed Live

Awards ceremony streamed live…

We are delighted to announce that we will be streaming the awards ceremony live from the DoubleTree by Hilton, Burlington Road,  Dublin on Saturday 12th November 2016 @7:15pm

Watch the CCMA Awards live

CCMA Awards 2016 Live Stream

Shortlist announced for Irish Customer Contact & Shared Services Awards 2016

42 Companies are shortlisted for 2016 awards…

Companies shortlisted for 2016 CCMA awards
CCMA are delighted to announce that 42 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 12th November in the DoubleTree by Hilton, Burlington Road, Dublin 4. Our host for the evening will be Eoghan McDermott. Music will be by The Prickly Pears.

We are delighted that Genesys with their partners GEMA Consulting Ireland are gold sponsors of the 2016 awards.

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

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

Bringing Shared Services into the Civil Service

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

shared-service-word-cloud

The establishment of Shared Services Centres (SSC) in a number of areas is a core part of Government reform plans to restructure and modernise how the Irish Public Sector does business. The Human Resources SSC known as PeoplePoint won the accolade Shared Services Centre of the Year at the 2015 CCMA Awards.

A CCMA Members Forum will take place next Wednesday morning 14th September at the PeoplePoint award winning SSC. The establishment of a HR Shared Services Centre meant surmounting a number of major challenges and required significant process design and the implementation of new technology. Staff training and change management were equally critical to the new centre’s success. 

peoplepoint-logo


PeoplePoint provides HR and pension administration shared services on behalf of 35 Government Departments and Public Service Bodies for 30,000 civil servants. It is part of the National Shared Service Office (NSSO) within the Department of Public Expenditure and Reform. Shared Services is a reform priority for the Government. 

In awarding the title Shared Services Centre of the Year to PeoplePoint the CCMA judging panel congratulated the PeoplePoint team on their work in demonstrating the value of the shared service model and ultimately achieving better public service value. 

If you would like to attend this event please contact CCMA at info@ccma.ie