CCMA Service Level Workshop - Customer Service Metrics & Benchmarking in the new world of AI
Date: 10/09/2026
Venue: Louis Fitzgerald Hotel, 1A Naas Rd, Newlands Cross, Dublin 22, D22 X5N7.
In the changing world of Customer Service management operational efficiency remains a key goal for contact centre teams. As the era of digital CX evolves previous industry measurements (ASA, AHT, Occupancy, utilisation, etc. ) are in some cases no longer fit for purpose. At this hands-on workshop, we will look at traditional contact centre service levels, consider industry benchmarks, discuss new operational measures and see what AI can offer.
Specifically we will discuss:
- What should we measure?
- Industry Benchmarks
- What are the new AI generated metric and how can we use them?
- What does the EU AI Act allow us to do with our metrics?
At this workshop you will:
- Engage in a short refresher on the traditional metrics
- Learn about the new metrics in play with a focus on metrics that AI can derive from your call transcripts
- Consider Dashboard and discuss how metrics can help all staff to improve performance
- Review the EU AI Act - although implementation is delayed this Act will have a major impact on how metrics may be used. We will discuss the high risk areaa and how to mitigate them.
The workshop will be facilitated by Cormac Murphy Ennovate Consulting.
The cost for this 3 hour workshop is €75 for CCMA members and €100 for non members and it is limited to 20 places.
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