Insights

Benchmarking

IDA CX Transformation

CCMA was delighted to work with IDA and EI and a group of member companies to set out a vision for Irish operators in the CX sector. The report urges CX organisations to remain competitive by focussing on the three models for CX evolution; technology adoption, people change and services transformation.

Benchmarking

2019 CCMA Coyne Research - Customer Contact Management Association Members Study

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Benchmarking

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

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Benchmarking

2014 CCMA UCD Industry Research

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Benchmarking

2012 and 2011 CCMA Amarach Industry Research

White Papers

2019 - GENESYS - State of Customer Experience research

(1.3MB)

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

(100KB)

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2019 - GENESYS - Planning and Managing Your Omnichannel Workforce

(82KB)

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

(516KB)

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

(1.1MB)

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2017 - INSIDESALES.COM - The State Of Artificial Intelligence

(1.0MB)

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Press Releases

08/08/2019

Noble Systems to Host 2019 SNUG Conference

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