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 We at CCF realise there is a bewildering amount of information and advice out there for managers of customer contact and it can be difficult to digest it all. So, we have created the CCF Think Tank to present all the latest research, ideas and information from industry key players in one place - making it easy to access and easy to download the information of interest to you.
Regular features on this site will be CCF roundtables, webinars (online seminars) and the latest whitepapers and research from trusted organisations. Remember to check back often, as we will be constantly updating these sections as new material comes in.
Something to add? If you would like to list your company's whitepaper or webinar on this page, please contact Mark Arneill (marneil@cmpi.biz) or Paul Kelly (pkelly@cmpi.biz).
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Catch up on any online seminars you may have missed.
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 With traditional contact centre attrition rates of 25–35 percent, rising to 40–70 percent for offshored services, attracting and retaining high-quality employees is a growing problem. The BT Homeshoring solution can help break this non-virtuous cycle. With home-based workers, churn typically drops to ten percent, absenteeism by as much as 60 percent, and you’ll find it easier to attract and retain the right people. Join CCF and BT for an online seminar which will explore alternative methods to recruit into your contact centre and open up your recruitment pool.
 With increasing pressure to deliver better performance at lower cost, one of the biggest challenges for today’s call centre manager is reducing call volumes. But with so many calls coming in and the day-to-day fire fighting, it can be impossible to see the wider picture. So how can you get a handle on the reasons your customer are calling? And how can you use that information to improve the way your company does business? Download the free webinar from 9 September here.
 Do you feel your view of online customers is sometimes
 clouded? If you are looking for a clearer picture, there are solutions that can help you de-mystify what your online customer wants.
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All the latest industry stats and trend data at your fingertips.
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Voice of the Contact Centre Agent Presenting the findings of pioneering research conducted by YouGov on behalf of Sabio and Avaya, Voice of the Contact Centre Agent identifies the major service challenges that agents face, and uncovers some key areas organisations need to address if they’re to deliver long-term customer satisfaction. Buy your copy of the report now |
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