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Customer Contact Management Association

Customer Contact Management Association

Promoting collaboration, shared learning and best practice for customer contact and shared services organisations in Ireland.

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CCMA Keynote Address 2020 - Ken Hughes - THE JOY OF CX: Why Your Customer Experience is Everything

CCMA Keynote Address 2020 - Ken Hughes - THE JOY OF CX: Why Your Customer Experience is Everything

Optimising your Customer Experience has never been so critical. In our new pandemic world, customer connections and genuine brand attachment is of paramount strategic importance.

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CCMA Ask the Expert - Brian Farrelly - The Future of Work

CCMA Ask the Expert - Brian Farrelly - The Future of Work

Covid-19 has accelerated what was already a shift in work practices. In recent years digital technologies have fundamentally shifted how we do business and how...

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2020 Irish Customer Contact & Shared Services Awards - closing date for entries Wednesday 2nd September

2020 Irish Customer Contact & Shared Services Awards - closing date for entries Wednesday 2nd September

Download the application pack.

Application Pack
Customer Contact Management Association

Customer Contact Management Association

CCMA Keynote Address 2020 - Ken Hughes - THE JOY OF CX: Why Your Customer Experience is Everything

CCMA Keynote Address 2020 - Ken Hughes - THE JOY OF CX: Why Your Customer Experience is Everything

CCMA Ask the Expert - Brian Farrelly - The Future of Work

CCMA Ask the Expert - Brian Farrelly - The Future of Work

2020 Irish Customer Contact & Shared Services Awards - closing date for entries Wednesday 2nd September

2020 Irish Customer Contact & Shared Services Awards - closing date for entries Wednesday 2nd September

Member Events

30th September, 2020

Webinar 11 a.m.

CCMA Member Forum,

CCMA Keynote Address 2020 - Ken Hughes - THE JOY OF CX: Why Your Customer Experience is Everything

07th October, 2020

Webinar 2 p.m.

CCMA Sponsor Event,

CCMA Sponsor Webinar - PwC - Engaging Employees in the ‘New Normal’

14th October, 2020

Webinar 2 p.m.

CCMA Sponsor Event,

CCMA Sponsor Webinar - Poly - What are the best Channels for Customer Service during the Covid-19 Pandemic?

20th November, 2020

Dublin

CCMA Irish Customer Contact & Shared Services Awards Ceremony 2020

10th February, 2021

Dublin

CCMA Member Forum,

CCMA Members Forum - Workhuman - Use your Culture to drive Differentiation! - Interactive Workshop on Embedding your Culture, Value & Behaviours into your Operations

Industry Insights

Benchmarking

CCMA Benchmarking & Covid 19 Member Study June 2020

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Benchmarking

2019 IDA CX Transformation

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Benchmarking

2019 CCMA Coyne Research - Customer Contact Management Association Members Study

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Benchmarking

2016 CCMA Deloitte - Ireland’s Customer Contact Sector: Engaging Talent in a Changing Environment

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CCMA provides a forum for Customer Service organizations to network and learn from each other. Digital disruption continues to transform the role of customer contact centres, impacting on skills and technology required, CCMA is here to support our members in this journey.

Dorothy O’Byrne, Managing Director CCMA.

Join CCMA

Promoting collaboration, shared learning and best practice for customer contact and shared services organisations in Ireland. We achieve this through:

  • Showcasing Best Practice & Networking Events
  • Industry Awards
  • Shared Learning and Development
  • Member User Groups
  • Facilitation of Organisation Collaboration & Partnerships
  • Industry Insights & Benchmarking
  • Executive Exchange

Become a Sponsor

Companies who provide services to the customer contact industry can become sponsors of the association. Working in partnership with the CCMA the benefits of sponsorship include:

  • Raise profile of sponsor within the Contact Centre Industry in Ireland
  • Sponsors can host forums and workshops for CCMA members
  • Attendance at CCMA member events
  • Access to specific industry research reports
  • Poly

    Poly

  • Avaya

    Avaya

  • Accenture

    Accenture

  • BT

    BT

  • Connex One

    Connex One

  • eleven

    eleven

  • Genesys

    Genesys

  • Microsoft

    Microsoft

  • Noble Systems

    Noble Systems

  • Oracle

    Oracle

  • VHI Healthcare

    VHI Healthcare

  • Welltel

    Welltel

#CCMA

*Book now with 50% CCMA member discount.* Upcoming online industry keynote address this Wednesday with renowned int… https://t.co/q6YVR1zvPq

Register now: https://t.co/rEcQi7L1Wm MD'd by @EoghanMcDermott, and led by speaker @KenHughesIE followed by a discu… https://t.co/bQP0WApqO7

**Keynote Industry Address** International speaker,@KenHughesIE, will discuss CX & new data showing shifting consum… https://t.co/xckfk1ERHY

*Keynote Address: 90 min industry catch up for all our members.* Latest in consumer trends & CX & emerging values.… https://t.co/T1oWHbb3PD

Home v office balance. Role of digital tech in our future workplace - what's next? Find out & more in our final cal… https://t.co/QATh0XV2TS

Future of Work by Brian Farrelly, transformation lead at @HSBC. Technology, home/office balance & how we're approac… https://t.co/UwRY1et28J

*Microsoft & Spanish Point webinar announcement* From growth mindset, using Microsoft teams & self-care to looking… https://t.co/zPD9hRuodA

*Microsoft & Spanish Point webinar* Learn how CEO of @Spanish_Point, @DonalACullen uses Microsoft Teams & apps for… https://t.co/s3XRULwCPk

*Closing date today for CCMA Awards 2020 Application at 5pm!* Application here: https://t.co/ApCfHnKc07 Accepted b… https://t.co/YnojdllvMI

Challenged with keeping remote staff engaged? Call centre solutions experts, @NobleSystems, use gamification for en… https://t.co/VppJHTMGuf

What did we learn from Covid-19? Leadership. Communication. Trust. Managing risk. Executive Coach, Alison creed, wi… https://t.co/W0Euvp6HTT

Calling all CCMA members. Less than 2 weeks left to apply for the CCMA Awards 2020! We want to see what brands are… https://t.co/ZaVma86b0S

How would you respond to a 250% increase in customer calls? @LogMeIn pushed their customer service limits by improv… https://t.co/sl9F85VzoW

Register now: https://t.co/1Ae8g3GWVB 250% increase in customer service calls sound familiar? It is to @LogMeIn.… https://t.co/Zhlu45dvFQ

Register now: https://t.co/6MqBwdmp7L Keeping staff engaged in virtual through trust, empowerment & other ways will… https://t.co/wwBpNvpbPK

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We would love to hear from you.

Awards

Awards

Hear from CCMA members about the benefits of entering the CCMA Annual Awards.