Events | CCMA

Events calendar

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28	29	30	1 On Line Workshop 9.30 a.m. - 12.30 p.m. CCMA Leadership Development Workshop 4 - Team Engagement & Motivation	2 On Line Workshop 10 a.m. - 1 p.m. CCMA CX Masterclass 3 - W5 - Mobilising CX - Making Things Happen	3	4
5	6	7 On Line Workshop 11.00 a.m. - 12.30 p.m. CCMA Sponsor Workshop - Sensée - How to Build a Strong Team Culture in a Hybrid Environment	8	9	10	11
12	13	14	15	16	17	18
19	20	21	22	23	24	25
26	27	28	29	30	31	1

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27	28	29	30	31	1	2
3	4	5	6	7	8	9
10	11	12	13	14	15 Webinar 11 a.m. Ask the Expert - Leading Your Team into 2021 - Team Cohesion - Alison Creed - The Coaching Creed	16
17	18	19	20	21	22	23
24	25	26	27 Webinar 2 p.m. CCMA Sponsor Webinar - Avaya - CX and EX: Two Sides of the Same Coin	28	29 Webinar 11 a.m. Ask the Expert - Leading Your Team into 2021 - Work Life Balance - Alison Creed - The Coaching Creed	30
31	1	2	3	4	5	6

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31	1	2	3 Webinar 2 p.m. CCMA Ask the Expert - John Riordan Director of Support Shopify - One Year On Lessons Learned…. A Discussion	4	5	6
7	8	9 Webinar 4 p.m. Avaya - Serving the “Everything Customer” with the Power of CCaaS - Natalie Keightley Senior Director Global Solutions	10 Webinar 2 p.m. CCMA Members Forum - How to Grow Sales and Retention Through Coaching - A Case Study - Zevas	11	12 Webinar 11 a.m. Ask the Expert - Leading Your Team into 2021 - Balancing the Individual vs Team Needs - Alison Creed - The Coaching Creed	13
14	15	16	17	18	19 Webinar 11 a.m. CCMA Ask The Expert - How is the Pandemic Impacting the World of Work? - Pawel Adrjan - Head of EMEA Research, Indeed Hiring Lab	20
21	22	23	24 Webinar 2 p.m. AGM 4.30 p.m. Webinar 2 p.m. CCMA Sponsor Webinar - Avaya - How Communications Platform as a Service (CPaaS) Enables the Future of Customer Experience AGM 4.30 p.m. CCMA Annual General Meeting Webinar	25	26 Webinar 11 a.m. Ask the Expert - Leading Your Team into 2021 - Team Coaching - Alison Creed - The Coaching Creed	27
28	1	2	3	4	5	6

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28	1	2	3	4	5 Webinar 11 a.m. CCMA Member Forum - AIB - Lessons Learned in Leadership	6
7	8	9	10 Webinar 11 a.m. CCMA Celebrating International Women’s Day 2021 - Choose to Challenge	11	12	13
14	15	16	17	18	19 Webinar 11 a.m. CCMA Members Forum - More automation or more conversation or both? Cormac Murphy Ennovate Consulting	20
21	22	23	24 Webinar 2 p.m. CCMA - BT - Sponsor Webinar - The Autonomous Customer 2021: Cloudy with a chance of AI - Dr. Nicola Millard	25	26	27
28	29	30	31 Webinar 2 p.m. CCMA Sponsor Webinar - Vhi Healthcare - David Gillick Vhi Wellness Ambassador	1	2	3

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28	29	30	31	1	2	3
4	5	6	7	8	9	10
11	12	13	14 Webinar 2 p.m. CCMA - Ask the Expert - Barry Winkless Head of Cpl’s The Future of Work Institute - The Future of Work: Mindsets & Meta Trends you need to know	15	16 Webinar 11 a.m. CCMA Member Forum - Blizzard Entertainment – Preparing Your Workforce for Future Opportunities.	17
18	19	20	21	22	23 Webinar 11 a.m. CCMA Members Forum - Avant Money - Building and Nurturing Workplace Culture - 23rd April 2021	24
25	26	27	28 Webinar 9.30 a.m. to 12.30 p.m. CCMA Sponsor Mini Conference - ServiceNow - Future of Work Ireland - April 2021	29	30 Webinar 11 a.m. CCMA Members Forum - AIB - Putting the Social back into Social Media - April 2021	1

S	M	T	W	T	F	S
25	26	27	28	29	30	1
2	3	4	5	6	7 Webinar 11 a.m. CCMA Member Forum - Sun Life Service Desk’s Shift Left Strategy - May 2021	8
9	10	11	12 Webinar 2 p.m. CCMA Sponsor Webinar - Poly - Implementing a Hybrid Working Model – Bank of Ireland Case Study	13	14 Webinar 11 a.m. CCMA Members Forum - Fidelity International - Preparing for the Unexpected - Fidelity’s Response to Covid	15
16	17	18	19 Webinar 11 a.m. CCMA Sponsor Event - IT Solutions - Operational Excellence Training for Chat & Messaging Agents - 19th May 2021	20	21	22
23	24	25	26	27	28 Webinar 11 a.m. CCMA Members Forum – New Ireland Assurance – Thriving Through Change	29
30	31	1	2	3	4	5

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30	31	1	2 Webinar 2 p.m. CCMA Sponsor Webinar - Avaya - Life & Work Beyond 2020: The Change Makers	3	4	5
6	7	8	9	10	11	12
13	14	15 Webinar CCMA Sponsor Event - Talkdesk - Opentalk 2021 - 2 day virtual conference - 15th & 16th June	16 Webinar CCMA Sponsor Event - Talkdesk - Opentalk 2021 - 2 day virtual conference - 15th & 16th June	17	18	19
20	21 Webinar 2 p.m. CCMA & IDA Members Forum - Transforming Together - Upskilling your Workforce for the Digital Era – Case Study Dell Technologies and Neueda	22	23 Webinar 2 p.m. CCMA Sponsor Webinar - Talkdesk - Customer Service Agents; AI’s Greatest Strength	24	25	26
27	28	29	30 Webinar 2 p.m. CCMA Sponsor Webinar - ServisBot - From On Boarding to HR to Help Desk: How AI Bots Reduce Friction, Increase Productivity and Improve Employee Satisfaction	1	2	3

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27	28	29	30	1	2	3
4	5	6	7	8	9	10
11	12	13	14 Webinar 2 p.m. CCMA Irish Customer Contact & Shared Services Awards 2021 - Judges Call	15 Webinar 10 a.m. CCMA Sponsor Event - Talkdesk - How AI is Delivering a New Generation of CX Analytics	16	17
18	19	20	21	22	23	24
25	26	27	28 Webinar 2 p.m. CCMA Launch of Members Benchmarking Report 2021	29	30	31

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29	30	31	1	2	3	4

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29	30	31	1	2	3	4
5	6	7	8 Webinar 2 p.m. CCMA Sponsor Webinar - Jabra - How to provide great Customer Experiences using data	9	10	11
12	13	14 Webinar 10 a.m. CCMA Sponsor Event - Talkdesk - The Future of AI in the Contact Centre:	15 Webinar 2 p.m. CCMA Sponsor Event - Accenture - From Customer Experience (CX) to the Business of Experience (BX) - It’s Time to Reimagine Business Through the Lens of Experience	16	17 Webinar 11 a.m. CCMA Members Forum - Abtran - Managing Relationships and Performance in the Virtual Contact Centre	18
19	20	21 Webinar 6 p.m. CCMA Sponsor Event - Talkdesk - Can next-gen AI voice assistants drive more inclusive customer service?	22 Webinar 2 p.m. CCMA Sponsor Webinar - Expertivity Technologies - From Contact Centre to Solution Centre How to Get there in 25 minutes!	23	24	25
26	27	28	29 On Line Workshop 9.30 a.m. - 12.30 p.m. CCMA Leadership Development Workshops - The Coaching Creed - Leading a Hybrid Team	30 Webinar 11 a.m. CCMA Keynote Address 2021 - Ken Hughes - Love is a Verb: Optimising the CX Relationship	1	2

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26	27	28	29	30	1	2
3	4	5	6 Webinar 2 p.m. CCMA Sponsor Webinar - GoContact - How COVID accelerated Contact Centre Business Transformation - The Portuguese view by ManpowerTBO	7 On Line Workshop 10 a.m. - 1 p.m. CCMA CX Masterclass 1 - W5 - Customer Listening and Understanding	8	9
10	11	12	13	14	15 Webinar 11 a.m. CCMA - Ask the Expert - Niall Kenna Director EMEA Global Customer Operations, PayPal - Driving your Outsourcer’s Performance & Engagement	16
17	18	19 On Line Workshop 9.30 a.m. - 11.30 a.m. CCMA Workshop - Operational Excellence Training for Chat & Messaging Agents - IT Solutions	20 On Line Workshop 9.30 a.m. - 12.30 p.m. CCMA Leadership Development Workshop 2 - Developing your Leadership Style - The Coaching Creed	21	22	23
24	25	26	27	28	29	30
31	1	2	3	4	5	6

S	M	T	W	T	F	S
31	1	2	3	4 On Line Workshop 10 a.m. - 1 p.m. CCMA CX Masterclass 2 - W5 - Customer Centric Design	5 Webinar 11 a.m. CCMA Ask the Expert - Pawel Adrjan - Head of EMEA Research, Indeed Hiring Lab - How is the jobs market recovering from the pandemic?	6
7	8	9	10 On Line Workshop 9.30 a.m. - 12.30 p.m. Webinar 2 p.m. On Line Workshop 9.30 a.m. - 12.30 p.m. CCMA Leadership Development Workshop 3 - How to Manage Tough Conversations in Today’s Workplace Webinar 2 p.m. Sponsor Webinar - Sensée - Building a Strong Team Culture in Hybrid Environments	11	12	13
14	15	16	17	18	19 Webinar 2 p.m. Webinar 11 a.m. - 12 noon Webinar 2 p.m. CCMA Irish Customer Contact & Shared Services Awards 2021 - Announcement of Nominees Webinar 11 a.m. - 12 noon CCMA Ask the Expert Series - How to present with clarity, conviction and impact in a virtual world - Presented by Barbara Moynihan - On Your Feet	20
21	22	23	24	25 Aviva Stadium Dublin CCMA Irish Customer Contact & Shared Services Awards Ceremony 2021	26	27
28	29	30	1	2	3	4

S	M	T	W	T	F	S
28	29	30	1 On Line Workshop 9.30 a.m. - 12.30 p.m. CCMA Leadership Development Workshop 4 - Team Engagement & Motivation	2 On Line Workshop 10 a.m. - 1 p.m. CCMA CX Masterclass 3 - W5 - Mobilising CX - Making Things Happen	3	4
5	6	7 On Line Workshop 11.00 a.m. - 12.30 p.m. CCMA Sponsor Workshop - Sensée - How to Build a Strong Team Culture in a Hybrid Environment	8	9	10	11
12	13	14	15	16	17	18
19	20	21	22	23	24	25
26	27	28	29	30	31	1

Upcoming events

CCMA Sponsor Event

CCMA Sponsor Workshop - Sensée - How to Build a Strong Team Culture in a Hybrid Environment

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CCMA Member Forum

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

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CCMA Annual Conference CX 2021 - Webinar

CCMA Sponsor Event

CCMA Sponsor Workshop - Oracle NEXT: Design ‘Doing’ Workshop

CCMA Member Forum

CCMA Members Forum - Lilly Global Business Solutions - A Global Approach with Local Impact

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Past events

CCMA Workshop - Operational Excellence Training for Chat & Messaging Agents - IT Solutions

CCMA Workshop

CCMA Workshop - Operational Excellence Training for Chat & Messaging Agents - IT Solutions

CCMA - Ask the Expert - Niall Kenna Director EMEA Global Customer Operations, PayPal - Driving your Outsourcer’s Performance & Engagement

CCMA Member Forum

CCMA - Ask the Expert - Niall Kenna Director EMEA Global Customer Operations, PayPal - Driving your Outsourcer’s Performance & Engagement

CCMA CX Masterclass 1 - W5 - Customer Listening and Understanding

CCMA Workshop

CCMA CX Masterclass 1 - W5 - Customer Listening and Understanding

CCMA Sponsor Webinar - GoContact - How COVID accelerated Contact Centre Business Transformation - The Portuguese view by ManpowerTBO

CCMA Sponsor Event

CCMA Sponsor Webinar - GoContact - How COVID accelerated Contact Centre Business Transformation - The Portuguese view by ManpowerTBO

CCMA Keynote Address 2021 - Ken Hughes - Love is a Verb: Optimising the CX Relationship

CCMA Member Forum

CCMA Keynote Address 2021 - Ken Hughes - Love is a Verb: Optimising the CX Relationship

CCMA Leadership Development Workshops - The Coaching Creed - Leading a Hybrid Team

CCMA Workshop

CCMA Leadership Development Workshops - The Coaching Creed - Leading a Hybrid Team