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Designing Handoffs – When and How to Escalate an Automated Interaction to An Advisor

Nancy Wednesday 7 July No Comments

Designing effective handoffs between technology and human advisors has become a critical factor in delivering successful customer experiences. This Good Practice Guide explores what separates seamless escalations from frustrating transfers, and…

Chef Works Opts for Pay-As-You-Go

Nancy Thursday 1 January No Comments

Challenge Overview Chef Works, a global leader in culinary and hospitality apparel, operates in regions including the US, Canada, Australia, and the UK, serving thousands of customers worldwide. With over…

Designing Handoffs – When and How to Escalate an Automated Interaction to An Advisor | Download

Nancy Wednesday 7 July No Comments

Thank you Please use the button below to download the “Designing Handoffs - When and How to Escalate an Automated Interaction to An Advisor” Good Practice Guide. Click here to return…

Leaving Outdated Hardware Behind

Nancy Monday 9 September No Comments

Challenge Overview Whole of life service provider Deaf Connect needed to replace their legacy phone payment system, which was only able to offer intermittent coverage, with monthly outages severely impacting…

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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