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Updates from across the region

Thank you to the NI customer contact community!

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Published: December 2023

2023 has been a great year for the Contact Centre Network NI (CCNNI) community and as the year draws to a close we’d like to thank you, our members and partners, for your continued support.

We have seen fantastic engagement at our events this year whether in person at our Annual CCNNI Awards ceremony, at our virtual groups and workshops, or on our first virtual Jobs Fair. It has been a pleasure working together to continually raise the standards in our industry.

The Year In Review


In 2023 we hosted 20 groups & workshops covering a variety of topics including: Vulnerable Customers, Recruitment & Retention, Diversity & Inclusion, Health & Wellbeing for Homeworkers, Cost of Living, Hybrid Working, Debt Management, WFM, Learning & Development, AI & Contact Centre Technology and more.

We have collaborated with industry experts including Elephants Don’t Forget, Ulster University Business School, Jabra, Sensée, Honeycomb Jobs, PayPlan and Ennovate Consulting – who have provided thought leadership, innovation and support on the challenges being faced by the industry.


We have continued to work with customers and colleagues to understand their problems and create successful solutions.

Over 800 attendees have joined our online and physical activities with 250 attending the flagship Annual Awards ceremony in October. We also held our first fully virtual Jobs Fair and hosted member organisations who were delighted to connect and market their vacancies to 300 potential recruits.

Additionally our website has seen an average of 1,000 page views per month, peaking at over 3,000 per month around the time of the Awards. While our social media channels are now also averaging 10,000 impressions per month and we were delighted to hit over 1,000 followers on LinkedIn this year.

As we look forward to the New Year, we already have lots of exciting plans in the pipeline. Starting in January with our Winners Showcase week, featuring best practice presentations by NIE Networks, Translink, Fibrus, Ulster Bank, GLL, Power NI, Echo Managed Services, Allstate NI and Danske Bank.

We will continue to host a range of topical workshops, panel discussion and Q&A sessions featuring the latest industry innovations to enable best practice and problem solving. And we will seek new ways to support the industry, whether it's bringing you the latest AI trends, examples of implementing Robotics into your organisations or identifying HR technology.


Once again, we’d like to thank you for being part of our community this year.

We wish you all Happy Holidays and look forward to seeing you in 2024!

The CCNNI Team


Membership is open to any contact centre, shared service centre or IT helpdesk based in Northern Ireland. Membership also available to associates and suppliers to the contact centre industry.

For more details view our membership page.

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