CCMA

CCMA

The Customer Contact Management Association (CCMA) of Australia provides a forum where contact centre industry professionals can interact with their peers locally, nationally and as part of an international network of like-minded industry associations.

The CCMA continually strives to provide a professional, responsive voice in this challenging industry and actively promotes the recognition of the contact centre industry and offers many benefits to contact centre industry professionals.”

About Shawn Kewley – CCMA President
Shawn has 20 years experience in the client service industry and mastered his craft in the Australian Contact Centre industry. His career commenced in Retail Banking during the mid-1980’s that lead to a switch to the Telecommunications sector working in a "best of breed” telemarketing operation. He has worked from the entry operator position to Call Centre Director level having held centre management roles from 1994 to 2005 at private and public sector companies within their sales and service environments. Currently, he is a Ministerial Contact Officer, Parliamentary & Public Access within the Department of Immigration & Multicultural Affairs and in his third term as President.

Our Vision
The CCMA is a not for profit member association leading industry networking, career development and recognition of contact centre professionals in Australia, Asia/Pacific and the World.

Our Business Mission
The CCMA is to provide a forum where contact centre professionals can interact with their peers locally, nationally and as part of an international network of associations.

Our Values

Membership	Professional Development
500 Members Reciprocal rights with other associations Small Business	CCMA Learning Centre; MBA, MBM Benchmarking Site Tours
Events	Major Function (Awards)
Direct and endorsed events Relevant topics Networking	Regional and International Awards Promote excellence National Open Day

Our Key Result Areas

Financial	Member Experience
Statutory Compliance Earnings reinvested Excellent value	Repeat attendance New members Collective “voice” High quality events
Sponsorship & Partnerships	Committee Development
Tier one companies & agreements locally and globally Active contributions Excellent speakers	Stability and diversity Respect time Share workload Back up plan for Directors

www.ccma.asn.au

Content by CCMA

• CCMA - Credit where it’s due
• CCMA - The dichotomy of first call resolution and skills specialisation
• CCMA - Ben Oxford of the CCMA Rethinks Employee Relations
• CCMA - It's all about the service
• CCMA - CCMA concerned about centralisation issues
• CCMA - Telemarketing in the new world of global contact centres