CCMA | Call Centre Management Association
Stephen Yap has an extensive background in research and leadership roles within various companies such as LegalTechTalk, Jam!Research, and Intuit Research. With experience in customer experience, market research, and brand strategy, Stephen has a strong track record of delivering high-quality insights for clients in different sectors. Stephen has also been recognized for their work in communication and public relations during their career. Stephen's education includes a Master's degree in Communication from Washington State University and a Bachelor's degree in English Literature and Philosophy from The University of Sheffield.
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CCMA | Call Centre Management Association
The CCMA is the longest established association representing the call and contact centre industry in the UK. We support contact centre management through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training. Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments. The CCMA believes that the key to providing quality employment lies in promoting managerial excellence. CCMA is dedicated to fostering the development of a new breed of contact centre professionals – individuals with vision, expertise, and the commitment necessary to enable their respective organisations to thrive in an era of fast changing, networked economies, global competition and heightened customer expectations.