CCMA Member Benchmarking & Covid 19 Study - Presentation of Results Webinar

Date: 10/07/2020

Venue: Webinar 11 a.m.

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CCMA undertook a member survey from 4th to 19th June, the research study conducted by Coyne Research for CCMA, consisted of a sample of 55 customer service & shared service operations in Ireland, employing over 23,000 staff. The primary objective of the research was to capture key benchmark data (e.g. attrition rates, absenteeism etc.) in addition to measuring the impact of the Covid-19 pandemic on CX operations and plans to re-open contact centres once restrictions have been lifted.

On this webinar Dorothy O'Byrne, MD CCMA Ireland will present the results of this survey.

Specific topics to be discussed include:

  • Key benchmarking data including attrition rates, absenteeism, etc.
  • Review of challenges currently been experienced by CX operations
  • WFH policies and plans for re-opening contact centres
  • Focus for CX operations for the coming months

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