Insights

Benchmarking

CCMA Benchmarking Study 2021

We are delighted to publish the results of our 2021 member survey. The study consisted of a sample of 53 customer service & shared service operations in Ireland. Many thanks to all of the member companies who participated. The primary objective of the research was to capture key benchmark data in addition to measuring the impact of the Covid-19 pandemic on CX operations and plans to re-open contact centres once restrictions have been lifted.

Benchmarking

CCMA Benchmarking & Covid 19 Member Study June 2020

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Benchmarking

2019 IDA CX Transformation

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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

Benchmarking

2014 CCMA UCD Industry Research

Benchmarking

2012 and 2011 CCMA Amarach Industry Research

Whitepapers

Working from Home Best Practice Guidelines

(261KB)

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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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