Archives: Insights

CareerTalk with Jon Hall, Fibrus

CareerTalk with Jon Hall, Fibrus

The CCMA’s CareerTalk podcast returned on 19 September for the first episode of our fourth season. Our guest was Jon Hall, customer experience manager at UK broadband provider Fibrus. Here’s…
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CareerTalk with Hannah Ratcliff-Barnes, HSBC

CareerTalk with Hannah Ratcliff-Barnes, HSBC

The CCMA’s CareerTalk podcast returned for the third episode of its fourth series. The latest guest to join our CEO, Leigh Hopwood in the CareerTalk hotseat was Hannah Ratcliff-Barnes, Social…
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One Journey Across Every Channel

One Journey Across Every Channel

Are you able to deliver a joined-up customer experience, regardless of channel, every time? During this Solution Spotlight you’ll get a demonstration of how a single customer interaction flows across…
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Using Insights to Deliver Better Experiences

Using Insights to Deliver Better Experiences

How do you improve customer experience while reducing costs and supporting your people? In this Solution Spotlight, you’ll see how organisations use CallMiner to bring intelligence, automation and real‑time guidance…
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Ensuring Compliance with 100% QA

Ensuring Compliance with 100% QA

How do you maintain quality and compliance when your contact centre is growing faster than your QA team can keep up? As contact centres grow, keeping quality consistent becomes increasingly…
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CareerTalk with Brenda Beavon, ArvatoConnect

CareerTalk with Brenda Beavon, ArvatoConnect

The CCMA’s CareerTalk podcast returned for the second episode of our fourth season. Brenda Beavon, Customer Service Solutions Director at contact centre tech solutions business, ArvatoConnect. Here’s some key takeaways…
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