shape
shape

About Us

Championing customer experience excellence; advocating for our industry.

Our mission

To facilitate collaborative shared learning for our members through networking events, operational working groups and to promote the industry 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

Our Objectives/Values

Our four Strategic Pillars determine our areas of focus :

1

Industry Excellence

Promoting best practice through our networking events and industry award recognition.

2

Workforce for the future

Understanding industry trends, developing skills to meet evolving customer expectations in the digital era.

3

Smarter working through technology

Showcasing new customer contact technologies.

4

Thought Leadership

Sharing customer experience industry insights.

Learn more about the CCMA

Dorothy O'Byrne, MD provides insight on this vibrant network of leading customer service organisations.

Join CCMA

Meet the Board

Derek Temple

Derek Temple

Director, Dell EMC Customer Support Services and Head of Finance CCMA

Derek Temple

Derek leads the management and future proofing of Dell Technologies highly complex, technology focused, Customer Experience Support Centre’s.  In his current role, Derek is focused on leading the delivery of world class multilingual enterprise solutions support and consultancy to Dell Technologies EMEA customers, who operate in highly complex enterprise infrastructures.  Prior to his position in Dell, he gained broad experience in large international companies in a number of different management and technical roles. He has been working for Dell EMC Ireland for the past 20 years.

More
Joe Cahalane

Joe Cahalane

Managing Director, Arise

Joe is Managing Director of ADEC Arise, one of Ireland’s leading business process outsourcing companies.   BAsed in Limerick, ADEC Arise provides technical support, customer care and back office / business process outsourcing.

More
Kathy Egan

Kathy Egan

Manager Customer Support Services

Kathy leads the management and development of Merlyn’s Customer Experience focused contact centre and is also responsible for the field service engineers programme in Merlyn. In her current role, she is focused on leading the delivery of a highly sophisticated customer experience across all channels.

More
Niall Kenna

Niall Kenna

Director Global Customer Services at PayPal

Niall is part of the Global Customer Services Leadership Team within Global Customer Operations. Niall manages the servicing strategy and operations for a number of EMEA’s large markets in addition to leading the outsourced operations for all Global English markets. He brings over 20 years senior leadership experience in customer facing sales roles within customer operations, sales and marketing.

More
Stephen Mackarel

Stephen Mackarel

Founder & Managing Director Workair

Stephen has over 30 years experience in customer experience and in telecoms. Workair work with clients to improve their customer experience and their contact centre productivity through cloud communication technology. Stephen has performed various roles including Chief Executive Officer for Best Buy Asia, Chief Executive Officer for Carphone Warehouse, Head of Consumer Sales in Vodafone (Eircell).

More
Lisa Murphy

Lisa Murphy

Head of Direct Service AIB

Lisa is Head of Direct Service where she is responsible for AIB’s Direct Service customer support for both Business and Personal customers across multiple channels and leads a large team within AIB’s Contact Centre. Lisa is an experienced and customer focussed senior banker with a diverse career within AIB with responsibility across Branch, Business Centre and Direct Banking. Lisa has been instrumental in developing capabilities and skills to deliver exceptional customer experience across Voice, Chat and Social Media channels. Lisa is passionate about developing high performing frontline teams and leading business & digital transformation. Lisa holds a Bachelor Financial Services (UCD )and QFA (Institute of Bankers)

More
Dorothy O’Byrne

Dorothy O’Byrne

Managing Director CCMA Ireland

Dorothy has over 25 years experience within the Irish and UK customer service and contact centre industry. Dorothy worked with Telecom Eireann (now eir) for 8 years in a variety of corporate affairs and marketing roles, finally as Head of the Telemarketing Services Unit. She spent over 8 years as Vice President of Sales and Marketing with the ICT Group, a leading global business process service provider. She also worked as Director of Sales with Conduit an Irish based BPO provider.

More
Barry O’Toole

Barry O’Toole

Senior Director Operational Excellence at Indeed and Chairperson CCMA

Barry O’Toole, Senior Director Operational Excellence at Indeed - Barry leads Operational Excellence for global scaled business success at Indeed. He brings over 20 years of leadership experience in strategy and customer operations. Barry has performed various roles including chief customer officer at Magnet Networks, head of customer experience and service for Bank of Ireland, Director for global process and product development at PayPal and held various change and customer service roles in eir.

More
Seamus Osborne

Seamus Osborne

Multiline Operations Manager, VHI Healthcare.

Seamus has worked in the customer service industry for more than 20 years. He joined VHI Healthcare in January 1999 and has worked in a number of roles within the contact centre as advisor, Team Leader, Operations Leader, Training/Development coordinator and Contact Centre Manager.

More
Paul Thompson

Paul Thompson

Vendor Operations Manager Google

Paul currently manages supplier engagement and outsourcing efforts within the Vendor Management Office at Google. Following the completion of his Honours Degree in Computer Science from the Institute of Technology Tallaght in 2006, Paul has spent the last 16+ years working in the customer experience space for organisations such as Google, LinkedIn and Sage.

More
Ashling Williamson

Ashling Williamson

Head of Service Experience Three

Ashling has worked in the customer service industry for more than 18 years spanning across Telecommunications, Media, Entertainment & e-commerce. In her current role, Ashling leads a well-established team of Senior managers supporting Three’s customer experience across voice, chat, social media, Telesales, Digital channels and Customer Experience teams.

More

CCMA provides a forum for CX organisations 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.

Why Join CCMA

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

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