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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 Chairperson CCMA

Derek Temple

Derek leads the management and future proofing of Dell EMC’s 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 EMC 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.

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Ana Alfageme

Ana Alfageme

Director Customer Service Delivery EMEA & APAC

Ana Alfageme

Ana Alfageme leads the Cork site for Blizzard Entertainment and is responsible for world class multilingual customer service teams across EMEA & APAC.

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Joe Cahalane

Joe Cahalane

Managing Director, Arise

Joe is Managing Director of Arise, one of Ireland’s leading business process outsourcing companies.   With 2 sites in Limerick, Arise provides technical support, customer care and back office / business process outsourcing.

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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.

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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. In addition, Niall has worked across multiple sectors including Fintech, Pharma, FMCG and ICT with roles in Mars Inc. United Drug, eir and Exertis.

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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.

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Kathy O’Mahony

Kathy O’Mahony

AIB Senior Manager, Sales Strategy and Enablement, Homes Commercial  

After a nursing career in Boston, Kathy joined AIB over 20 years ago, progressing from an Advisor to Manager within Direct Service (Phone Banking, Card Services, Service Quality). In 2013, Kathy moved into the Direct Banking’s Personal Market, leading Sales Advisors across the Bank’s two contact centres. She played a key role in how Direct Sales has transformed and evolved into a cutting edge, digital and customer first channel, managing staff across 4 Brands.

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Barry O’Toole

Barry O’Toole

Senior Director Operational Excellence at Indeed

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.

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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.

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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 Member