CCMA Webinar - Contact Centre 101: What Should Your Platform Actually Do?
Date: 10/11/2026
Venue: Webinar 12 noon
This free 45-minute webinar is designed to go back to basics and help organisations understand what they should reasonably expect from their contact centre platform.
Dara Kiernan and Martin Teasdale will look at the practical fundamentals – including routing, queues, IVR, callbacks, reporting, wrap-up codes and team leader visibility and discuss how organisations can get more value from the platforms they already have.
What we’ll cover
- Queues and routing
- IVR and customer journeys
- Callbacks and overflow
- Reporting and dashboards
- Wrap-up and outcome codes
- Team leader visibility
- What managers should be able to see in real time
- How to tell whether the problem is the technology or the configuration
About Our Speakers
Dara Kiernan is a Contact Centre & Customer Experience Consultant with more than 25 years’ experience across customer service, operations, leadership and performance improvement.
Through KPI Consulting, Dara works with organisations across the public and private sectors to improve customer journeys, contact centre operations, service design, technology, reporting and frontline performance. He has led major national operations, including the HSE’s COVID-19 Contact Tracing Centre, and currently works with organisations including Vodafone, Dublin City Council, Beacon Hospital and Electric Ireland. Dara is also an experienced trainer, speaker and best-selling author, and has spoken at contact centre and customer experience events in Ireland, the UK and the US.
Martin Teasdale is a contact centre expert, leadership advocate and industry voice with extensive experience working alongside some of the largest contact centre operations in the UK and Europe. Having started his career on the frontline before progressing into leadership, Martin brings a practical understanding of what makes contact centres work day to day and the challenges faced by the people leading them. He is the founder of The Team Leader Community, a regular contributor to and speaker at contact centre industry events around the world, and host of Get Out of Wrap, the UK’s first podcast dedicated to the contact centre industry.
The webinar will commence at 12 noon and close at 12.45 p.m. including a 15 minute Q & A session.
Reserve a Place at This Event
If you would like to book a place at this event, please click on the button below.