CCMA | Call Centre Management Association

Join us at the UK National Contact Centre Conference at the QEII Centre in London on Wednesday 2 October where we will be joined by Matt Allwright, Television Presenter and Journalist. During his keynote, Matt will talk about identifying those commonly used CX processes which waste attention, the magical effect of human contact in honouring the customer, and why right now, giving your frontline the ability to service and sell responsibly, and to understand and resolve problems might just be the best thing a company can do. This will be a session you don’t want to miss!   If you haven’t registered your place yet – time is running out. Register here: https://lnkd.in/e7f8Nb3b Free for CCMA members – a great member benefit. Or £199 + VAT for non-members.   #uknccc

To close out an incredible day, our Membership & Learning Director, Kate Law, led our panel debate on cultivating empowerment and driving engagement. Joined by Daisy Crouch from Dojo, and Ben Willmott from Route 101 Ltd. and Joanne Bonser from DDC OS, they explored how to foster a culture of continuous learning where colleagues feel empowered with the right tools and decision-making authority. Thank you to everyone who joined, and a special shoutout to Dojo for hosting and Route 101 Ltd. for their support!

Dojo’s Alvin Lobo Head of Performance Management and Daisy Crouch, Senior Quality & Training Manager shared an interesting case study on how Dojo has leveraged systems and technology to support colleagues and drive innovative training and development approaches. An interesting session for our members this afternoon, thank you Alvin and Daisy for sharing!

We're excited to have Tina Squire, PCC, ACCG, Managing Director at Adeptina, sharing her expertise on 'The Power of Intrinsic Motivation for Employee Engagement'! 🙌 In this insightful session, we're diving into the limitations of traditional motivation techniques, uncovering the science behind intrinsic motivation, and exploring how aligning company practices with mission, vision, and values can drive engagement. Plus, so much more! It's all about creating a workplace that sparks creativity, self-direction, and true engagement.

We are at Dojo's brand new site in Bristol for today's CCMA CONNECT event - Strategies for Employee Engagement. Kate Law our Membership and Learning Director has started the morning off with an insightful open mic session where we’ll share ideas around leveraging data-driven insights to enhance engagement. How are contact centre leaders measuring and optimising frontline engagement? We can't wait to find out! Katie Jane Bunting Alvin Lobo Scott Woodland

The Leadership Series is the documented output from CCMA’s Leadership Forum meetings 📖 These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business. To read our Leadership Series reports, visit our website and download now: https://lnkd.in/e8qa6y8J  

Discover how our strategic advisory approach can help your organization navigate the transition to market-leading CX technology. Visit 186Kloud on stand 24 to explore the future of customer experience through today’s leading technologies and vendor platforms and for a fresh perspective on transforming your contact centre strategy.   Plus, visit their stand for a chance to win an iPad, drone, or laptop computer!   If you haven’t registered your place yet – time is running out. Register here: https://lnkd.in/e7f8Nb3b   Free for CCMA members – a great member benefit. Or £199 + VAT for non-members.   #uknccc

The new Experience Design team at IKEA, responsible for quality, knowledge, continuous improvement, and insights, has delivered big for the contact centre. Join Stephen Reid, Country Remote Customer Meeting Point Manager and Debbie Dearden, Remote Experience Design Manager at the UK National Contact Centre Conference on Wednesday 2 October in London, as they provide some insight into how the team has fully integrated the contact centre into the wider customer experience and has embedded its approach across the global IKEA network. If you haven’t registered your place yet – time is running out. Register here: https://lnkd.in/e7f8Nb3b Free for CCMA members – a great member benefit. Or £199 + VAT for non-members. #uknccc

There is no doubt that the contact centre is a great place for an incredibly diverse workforce. It leads the way across business in embracing diversity, enabling inclusion and creating a great place for everyone to bring their real selves to work. Join Rodney Assock, Culture and Corporate Social Responsibility Director from LV= as he hosts our panel debate to discover how organisations are adapting and changing lives! He will be joined by Victor Chambers, Specialist Team Manager, npower Business Solutions, Josh Carrfield, Customer Representative, Leeds Building Society, Benjamin Wilkin, Mortgage Assessor, Leeds Building Society and Marco Jetmir Ndrecaj, Customer Experience Management Director from Shared Services Connected Ltd. It'll be an exciting conversation! If you haven’t registered your place yet – time is running out. Register here: https://lnkd.in/e7f8Nb3b Free for CCMA members – a great member benefit. Or £199 + VAT for non-members. #uknccc

Come along and see evaluagent® on stand 5 at the UK National Contact Centre Conference at the QEII Centre in London on Wednesday 2 October to see their award-winning platform in action! Chat to their experts about your QA pain points, see a demo of evaluagentCX, and learn how they can help you unlock insights in your contact centre with 100% coverage of all interactions. Discover how their software can help you reduce the pressure on your QA team with automation, minimize manual effort with AI, and engage your frontline colleagues with coaching, gamification, and personal development – and much more! If you haven’t registered your place yet – time is running out. Register here: https://lnkd.in/e7f8Nb3b Free for CCMA members – a great member benefit. Or £199 + VAT for non-members. #uknccc