Insights

Benchmarking

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.

Benchmarking

CCMA Benchmarking Study 2021

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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

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

15/12/2021

GoContact awarded for Excellence in Technological Innovation

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08/08/2019

Noble Systems to Host 2019 SNUG Conference

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