Upcoming Events

February 2019

26.02.2019

Sponsor Event - VoiceSage - Overcoming Customer Contact Barriers A Proactive Credit Collections Case-Study With SSE Airtricity

Contacting customers has never been more complex. This added complexity means more points of friction along the customer journey. Nobody knows this better than people in Credit Control. At this sponsored event VoiceSage will discuss how to overcome customer contact barriers with a particular focus on credit collections. The briefing will include a client case study with SSE Airtricity.

Location
Westbury Hotel, Balfe Street, Dublin 2.

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Date:
26.02.2019

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March 2019

07.03.2019

CCMA Member Workshop Delivering Effective Frontline Coaching to Drive Results A One Day Workshop

In a recent survey by Deloitte and MIT of 4300 business executives, the biggest challenge managers identified was in getting their people to be willing and able to take controlled risks, and to deal with ambiguity and constant change in the operation. Executives also thought that learning on-the-job was the most effective way to improve skills and build confidence for both front-line staff and first line management - but how?

Location
Redcow Moran Hotel, Dublin, D22 YX80.

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Date:
07.03.2019

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08.03.2019

CCMA Marking International Women’s Day - Balance for Better, Better the Balance Better the World

CCMA will be marking International Women’s Day with a breakfast briefing for all members. A panel of 5 leading industry professionals will share their views and experiences, challenges and successes in developing their career in the Customer and Shared Services Industry in Ireland. They will outline how they think we can work together to achieve a better balance for all.

Location
Teeling Distillery, 13 - 17 Newmarket, Dublin 8.

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Date:
08.03.2019

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April 2019

04.04.2019

CCMA Members Forum - Laya Healthcare Cork - Striving for Customer Service Excellence

In today’s environment we know that customer’s expectations are only increasing. Maintaining and growing your CX is a continuously rising bar. During this members forum we will combine a mixture of case studies and break out sessions. The objective is that all participants can leave with valuable insights and key actions that they can bring back to their business.

Location
Laya Healthcare, Eastgate Road, Eastgate Business Park, Little Island, Co Cork, T45 E181.

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Date:
04.04.2019

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11.04.2019

CCMA Members Forum - Sun Life Financial Agent led Modernisation of our IT Service Management tool ServiceNow

Join Sun Life, winner of “Best use of Technology – Tactical Project” at the 2018 CCMA Awards. They will showcase ServiceNow a ticket management system which they developed for their Service Desk teams. This transformational project enabled the delivery of a more efficient service through access to enhanced knowledge management and instant solutions. Sun Life will provide an overview of their client centric operation and will share their upcoming plans for 2019 including Intelligence Swarming, KCS and IVR modifications to skill based routing.

Location
Sun Life Financial, Unit 324, IDA Industrial Park, Waterford.

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Date:
11.04.2019

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