Highlights from the Irish Customer Contact and Shared Services Awards 2018

Congratulations to all our winners!

CCMA Awards 2018

This year’s prestigious Irish Customer Contact and Shared Services Awards ceremony was held last Saturday night, 10th November, in the Clayton Hotel, Burlington Road, Dublin. The night was a great success and couldn’t have taken place without the support of BT and Cisco.

The event was attended by over 700 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 hope everyone also enjoyed our host Andrew Ryan and the lively band, The HeeBeeBeeGee’s, which brought everyone out on the dance floor. We hope your feet aren’t too sore.

Our photographer was busy snapping photos throughout the night of the award winners and the fun, so please be sure to visit our Facebook Page to see them.

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 

If you would like to learn about the winners and those highly commended on the night please download the Book of the Night.

We are delighted that through our raffle and the generous donations of attendees at the awards ceremony we raised €5,680 to be shared between two charities Childline and Enable Ireland. Many thanks to all for your contributions.

Countdown to 2018 Irish Customer Contact & Shared Services Awards

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Are your dresses and suits dry-cleaned and pressed?

CCMA’s biggest industry event is this Saturday night (November 10th) 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.

The gala awards ceremony will be hosted this year by Andrew Ryan and we will showcase the The HeeBeeBeeGee’s, bringing some pure energy, dancing and costume changes that are sure to entertain.

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Once again, a big thank you to our Gold Sponsor this year BT and Cisco.

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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!

As we do every year, we will be asking guests at the ceremony to participate in a raffle to raise funds for Childline and, new to this year, Enable Ireland.

Childline’s volunteers answer over 1,000 calls, texts and online contacts from children all over Ireland every day. Some of those children have everyday worries, while some are at-risk, with nowhere to turn. Childline is the only 24-hour listening service for children.

Enable Ireland provides vital therapy & rehabilitation services to over 7500 children and adults with physical and neurological disabilities.

Support of these worthy organisations helps them to continue to provide the best possible service – critical to our children’s health and growth.

Many companies attending on the night have generously provided great prizes. What more reason do you need?
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2018 CCMA Awards Streamed Live

Awards ceremony streamed live…

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Can’t be there tonight? We are delighted to offer a live stream of the awards ceremony live from the Clayton Hotel, Burlington Road,  Dublin, on Saturday, 10th November, 2018, @7:15pm

Watch the CCMA Awards live

Join the conversation on Twitter using #ccmalive

The 2018 Irish Customer Contact & Shared Services Awards Shortlist is Here

Are you one of the 37 Companies shortlisted this year?

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This year the CCMA have shortlisted 37 companies for the Irish Customer Contact & Shared Services Awards.

If you are new to these awards, we celebrate the highest standards and service excellence within the Irish Customer Contact & Shared Services sector by recognising and honouring 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 shortlisted.

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The gala awards ceremony will take place on Saturday, 10th November, at the Clayton Hotel, Burlington Road, Dublin 4. Our host for the evening will be Andrew Ryan, music will be by The HeeBeeBeeGee’s.

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

This year’s gold sponsors for the 2018 awards are BT and Cisco. Without their support, events like this wouldn’t happen, so we thank you.

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Built over 30 years of customer success, BT and Cisco are two established, reliable brands and a formidable force in the digital world. One of six Cisco Global Gold partners, BT has a history of innovation, and a commitment to continued investment in technology.
Customers who partner with BT and Cisco can expect to de-risk and accelerate their digital journey to ‘as-a-service’ cloud solutions. They will discover reliable, secure, simple-to-use applications, and experience the future of communications through one of the biggest and strongest technology partnerships in the world.

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

Learn How the Role of the Contact Centre is Evolving

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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”

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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.


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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.