Insights | CCMA

Insights

CCMA Ireland - Perceptions of Customer Service in Ireland & Channel Preferences May 2024

Earlier this year CCMA commissioned W5 to undertake this valuable piece of research to get an understanding of Irish consumers views on customer service standards in Ireland and their channel preferences. We also asked consumers about their views on a career in the customer service industry. The research was undertaken in late April 2024 to a panel of 385 participants.

CCMA Benchmarking Study - Members Survey - 2023

CCMA Member Benchmarking Study 2022

CCMA Benchmarking Study 2021

Benchmarking

CCMA Benchmarking & Covid 19 Member Study June 2020

Benchmarking

2019 IDA CX Transformation

Benchmarking

2019 CCMA Coyne Research - Customer Contact Management Association Members Study

Benchmarking

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

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

GoContact awarded for Excellence in Technological Innovation

Noble Systems to Host 2019 SNUG Conference