[vcex_spacing size="20px"] Greetings from CCAM and Freshworks, Whether this crisis leads to an economic downturn or not, you need to start preparing your contact center for the future. Do not wait for mandatory budget cuts to optimize your customer service operations. Learn how to enhance flexibility, spend wisely, and keep customer connections strong. Be the [...]
Working from Anywhere – Workforce Management for the Rapidly Changing Landscape of Today’s Workplace
[vcex_spacing size=”20px”] Greetings from CCAM and NICE, Customer experience organizations have faced unprecedent change as a result of COVID-19. Relied upon for critical service and support for their customers, many organizations have transitioned their employees to work from home (WFH) in the past months. While the new reality is that people need to be […]
[vcex_spacing size="20px"] Gartner just published their latest Magic Quadrant research on customer service and contact center applications and has recognized Freshworks as a ’Visionary’ for our cloud-based omnichannel customer service platform, Freshdesk. (Read more...)
[vcex_spacing size="20px"] Investment in digital transformation efforts must translate to direct business benefits by reducing costs while growing faster. The Total Economic Impact™ Study, conducted by Forrester Consulting on behalf of Freshworks, illustrates how Freshdesk Omnichannel can revolutionize your contact center. (Read more..)
[vcex_spacing size="20px"] When COVID-19 meant businesses had to change the way they operated, most thought they were prepared with strong business continuity plans. Some were well-prepared and others found themselves scrambling to set up remote working capabilities to let employees work from home. (Read more...)
[vcex_spacing] Greetings from CCAM, Here is an interesting article by - McKinsey & Company on the mind set of remote work, published on June 26, 2020. [vcex_spacing] [vcex_spacing] We hope you enjoy this read... [vcex_spacing]Ready, Set, Go: Reinventing The Organisation For Speed In The Post-COVID-19 Era
[vcex_spacing size="20px"] Greetings from CCAM! Bloomberg recently published an article written by Bruce Einhorn and Siegfrid Alegado on the trial and tribulations that has distrupted the normalcy of our industry, focusing on Philippines that is a Contact Cnetre hub no doubt. Have a read of this article and please do share your feedback on your [...]
[vcex_spacing] Greetings from CCAM! Virtual Events are the way moving forward. Here’s some interesting news from MATRADE. We do hope this will be of help to you and your organisation. Please visit www.matrade.gov.my Alternatively they can be reached via tel: 03-6207 7593 [vcex_button url="https%3A%2F%2Fccam.org.my%://ccam.com.my/wp-content/uploads/2020/06/MDG-2020_-Virtual-Guidelines-v13-2.pdf" target="blank" layout="block" style="outline" align="center" color="blue" border_radius="50px" icon_left="fa fa-file-pdf-o" icon_left_transform="3px" [...]
Is your Service Journey helping or hindering customers? Are your customers bouncing between touchpoints searching for help? Are they caught in policy loops and frustrated with communication gaps? If so, you need to ask yourself this critical question: Is your company making the Service Journey too difficult for customers? A Service Journey begins when [...]
Greetings from CCAM, Latest perspectives on the coronavirus outbreak, the twin threats to lives and livelihoods, and how organisations can prepare for the next normal - McKinsey & Company Follow the links below for further information; COVID-19: IMPLICATIONS FOR BUSINESSCOVID-19 briefing note: May 13, 2020COVID-19 : Briefing Materials
The Contact Centre Association of Malaysia (CCAM) was inaugurated in September 1999. CCAM are a non-profit organization for various contact centre nationwide.