CCMA Webinar - Launch of CCMA Member Survey - Valuable Benchmarking Data for your Contact Centre Operation
Date: 12/02/2025
Venue: Webinar 3 p.m.
CCMA undertook a member survey from 2th July 2024 – 13th January 2025.The research study conducted by Coyne Research for CCMA, consisted of a sample of 39 customer service & shared service operations in Ireland. The primary objective of the research was to capture key benchmark data (e.g. attrition rates, absenteeism, salary levels, etc.) in addition to gaining a better understanding of challenges currently faced by CX operations in Ireland.
On this 30 minute webinar Dorothy O'Byrne, MD CCMA Ireland will present the results of this survey.
Specific topics to be discussed include:
- Profile of respondent organisations and profile of staff.
- Key benchmarking data including attrition rates, absenteeism, salary levels and benefits packages.
- A review of outsourcing in the industry.
- Update on current ways of working.
- Review of challenges currently been experienced by CX operations.
- A look at current usage and plans for AI in the CX industry in Ireland.
- A summary of contacts by channel.
- Focus for CX operations for the coming months.
This webinar will commence at 3.00 p.m. and conclude at 3.30 p.m.
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