Upcoming Events

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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09.04.2019

CCMA Members Forum - New Ireland Assurance Helping People to make the difference

Part of the Bank of Ireland Group, New Ireland Assurance has been serving Irish customers for over 100 years and have ambitious plans to be around for 100 more! Join the New Ireland team and hear of the cultural transformation they’ve embarked on. Be the Difference is a unique programme developed in conjunction with Mary Gober International for all colleagues in New Ireland. It is an internationally recognised and proven training toolkit that promotes a positive impact in our professional and personal interactions. We will talk through the mind-set, and share with you the language and actions which will enable you to positively handle any situation in your daily life – whether dealing with colleagues, customers, friends or family.

Location
New Ireland Assurance, Baggot Plaza, 27-33 Baggot Street Upper, Dublin 4, D04 VX58.

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Date:
09.04.2019

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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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May 2019

09.05.2019

CCMA Members Forum Northern Trust Limerick Putting the Customer at the Centre

Winners of the award Customer Contact Centre of the Year - Medium - at this forum Northern Trust will outline the approach it takes to talent acquisition and staff retention, and the important role it plays in delivering excellent customer service. The forum will also focus on Northern Trust's training and contact centre management practices as well as discussing upcoming technology opportunities and automation.

Location
Northern Trust, City East Plaza, Towlerton, Ballysimon, Limerick, V94 X2N9.

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Date:
09.05.2019

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23.05.2019

CCMA Ireland Annual Conference

Our annual industry gathering further details to be available shortly.

Location
Killashee House Hotel, Naas, Co. Kildare.

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Date:
23.05.2019