Insights

Benchmarking

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.

Benchmarking

CCMA Benchmarking Study - Members Survey - 2023

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Benchmarking

CCMA Member Benchmarking Study 2022

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Benchmarking

CCMA Benchmarking Study 2021

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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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