CCMA Member Benchmarking Study 2022
CCMA launch results of member survey, supported by BT, which indicates that some of the barriers to hybrid working have been reduced significantly and confirms hybrid working is here to stay. The research study conducted consisted of a sample of 45 customer global and national service & shared service operations in Ireland. The primary objective of the research was to capture key benchmark data (e.g., attrition rates, absenteeism etc.) in addition to evaluating new ways of working and current challenges been faced by CX operations in Ireland.
2019 CCMA Coyne Research - Customer Contact Management Association Members Study
2016 CCMA Deloitte - Ireland’s Customer Contact Sector: Engaging Talent in a Changing Environment
2014 CCMA UCD Industry Research
2012 and 2011 CCMA Amarach Industry Research
2017 - INSIDESALES.COM - Time Based Closing Strategies: The High Cost Of Procrastination