Previous Events

April 2019

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

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

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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March 2019

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

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