Insights | CCMA

Insights

CCMA Benchmarking & Covid 19 Member Study June 2020

CCMA are delighted to publish results of our member survey undertaken by Coyne Research in June 2020

2019 IDA CX Transformation

2019 CCMA Coyne Research - Customer Contact Management Association Members Study

2016 CCMA Deloitte - Ireland’s Customer Contact Sector: Engaging Talent in a Changing Environment

Benchmarking

2014 CCMA UCD Industry Research

Benchmarking

2012 and 2011 CCMA Amarach Industry Research

Whitepapers

Working from Home Best Practice Guidelines

(261KB)

2019 - GENESYS - State of Customer Experience research

(1.3MB)

2019 - GENESYS - Employee engagement: Not Just a Nice to Have

(100KB)

2019 - GENESYS - Planning and Managing Your Omnichannel Workforce

(82KB)

2019 - GENESYS - Midsized Call Centers take a Digital-first Approach

(516KB)

2017 - INSIDESALES.COM - Time Based Closing Strategies: The High Cost Of Procrastination

(1.1MB)

2017 - INSIDESALES.COM - The State Of Artificial Intelligence

(1.0MB)

Press Releases

Noble Systems to Host 2019 SNUG Conference