News Category:

News Archive

A summary of our visit to AA Insurance, Newcastle

8th February 2017

Our February member visit was recently hosted in Newcastle by AA Insurance.

The team shared their approach to... [Read More]

Ofcom persistent misuse policy

22nd December 2016

Running an outbound Contact Centre? Ofcom have realised their policy on persistent misuse - you can find the policy b... [Read More]

2017 UK National Contact Centre Awards

14th December 2016

Nominations for the UK National Contact Centre Awards open on 14 December and close 28th February.

Read More]

A summary of our best practise visit to British Gas

13th December 2016

British Gas : Member Visit 8th December 2016

CCMA members met in Leeds for a best practive v... [Read More]

A summary of our best practice visit to

5th December 2016 Member Visit 30th November 2016  

Read More]

Q4 Seminar Great places to work!

21st November 2016

Our half day seminar introduces you to three organisations who have been shortlisted for the (ECCCSA) European Contac... [Read More]

European Contact Centre & Customer Service Awards 2016

21st November 2016

The European Contact Centre & Customer Service Awards 2016 Gala Dinner took place on 21 November. 

... [Read More]

Review of our annual member Conference 2016

11th November 2016

Please click on the link below to view the Douglas Jackson Recruitment review of o... [Read More]

The Future of Research, London, 9th November

9th November 2016

CCMA members are invited to attend this event as guests of Ipsos MORI. Please click on the link below to register:Read More]

UK National Contact Centre Conference is now fully booked

27th October 2016

Our annual conference which takes place at The British Library in London is now fully booked. Should you wish to be a... [Read More]

200+ speakers and 10 more reasons you won't want to miss CCE

28th September 2016

Customer Contact Expo is always the highlight of our year here at [Read More]

Douglas Jackson Press Release September 2016

26th September 2016

Douglas Jackson, recruitment consultants who are dedicated t... [Read More]


16th August 2016

The shortlist for the European Contact Centre and Custome Service awards will be announced this afternoon. Pleas... [Read More]

UK National Contact Centre Awards Winners Celebratory Event

27th July 2016

Earlier this month we held a celebratory event for the winners... [Read More]

Summer School Webinars 2016

15th July 2016

CCMA are delighted to be supporting Verints Summer School Webinars again this year. The webinars cover a variety of t... [Read More]

Contact Centre Fraud Report

21st June 2016

The CCMA held a seminar on 21 June in London to share its recently published research on Contact Centre Fraud.

<... [Read More]

The UK National Contact Centre Awards 2016 Winners announced

23rd May 2016

The UK National Contact Centre Awards took place on 18th May and over 700 contact centre professionals cel... [Read More]

Dimension Data Global Contact Centre Benchmarking Report 2016

18th April 2016

The Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative... [Read More]

P&Q event

14th February 2016

Over 90 people attended the P&Q event last week to share their learnings from the 6 workshops they had attended d... [Read More]

Webinar How to read your customers' minds.

21st January 2016

How to read your customers’ mind... [Read More]

OFCOM focus on silent and outbound calls

17th December 2015

Please see the recent update from OFCOM on outbound calling

Read More]

UK National Contact Centre Awards 2016

14th December 2015

Nominations for the UK National Contact Centre Awards open on 14th December 2015

You don't have to be a ... [Read More]

Customer Engagement Summit 2015

26th November 2015

You will not want to miss Engage Customer&rsqu... [Read More]

ECCCSA European Call Centre & Customer Service Awards

18th November 2015

Sabio, the leading customer contact technology specialist, is pleased to announce that it will be partnering with the... [Read More]

We are now taking bookings for the UK National Contact Centre Conference 2015

12th November 2015

Our annual conference takes place at The British Library in London  - places are free for CCMA members. We are f... [Read More]

European Customer Contact and Customer Service Awards

30th October 2015

European Contact Centre and Customer Servi... [Read More]

Member visit to Sage

24th October 2015

Our best practice member visit to Sage in Newcastle is fully booked. To be added to the cancellation list please emai... [Read More]

Ocado confirmed as speakers at CCMA Digital Seminar

30th September 2015

Jason Pillay, National Social Media Award winner, will present at the CCMA seminar ' people in a digital world' being... [Read More]

VIP upgrades for CCMA members at Customer Contact Expo

30th September 2015

VIP pass for all CCMA members

The CCMA would like you to join us at the Customer Contact Expo on the 30th ... [Read More]

Dimension Data Global Contact Centre Benchmarking Report 2016 Survey Now Open

28th September 2015

Dimension Data Global Contact Centre Benchmarking Report – 2016 Survey Now Open 
Read More]

Winners event at The Gherkin in London

4th July 2015

We are looking forward to spending the afternoon and evening with the Gold Winners from the UK National Contact Centr... [Read More]

Ofcom UK Calling initiative from 1st July 2015

1st July 2015

We are contacting you to let you know that Ofcom, the communications regulator, is introducing a new initiative calle... [Read More]

FULLY BOOKED Introduction to Contact Centre Management

16th June 2015

The London course is now fully booked. We will be running this course again on 1st October at London Olympia alongsid... [Read More]

Performance and Quality Workshops enrolling now

27th May 2015

In partnership with Nexidia we are launching the next set of workshops for the P&Q campaign. Click here for more ... [Read More]

UK National Contact Centre Award Winners Announced

22nd May 2015

The winners of the UK National Contact Centre Awards were announced at a glittering gala dinner held at The Brewery i... [Read More]

'The Future of Contact Centre Working' Half day Seminar

20th May 2015

What we know as work – what we do, how we work, when we work and where we work is fundamentally changing. The w... [Read More]

UK National Contact Centre Awards Fully Booked

15th May 2015

Please note that this event is fully sold out. To be added to the cancellation list please email Read More]

UK National Contact Centre Awards shortlisting

10th April 2015

Nominations closed on 28th February. The first stage shortlisting will be complete by 16 March and all nominees will ... [Read More]

New Recruitment Partner Announced

20th March 2015

CCMA has recently formed a partnership with niche recruitment agency, MERJE, which will see us work together to deliv... [Read More]

Dimension Data Global Contact Centre Benchmarking Report

24th February 2015


Gold Standard Benchmarking Initiative

18th February 2015

The Gold Standard is a unique benchmarking programme set up by Bright and the Call Centre Management Association (CCM... [Read More]

50% Member discount at regional events

29th January 2015

A series of regionalised Roadshows is being launched during 2015 by – run by contact ce... [Read More]

20% member discount off UK Conference

2nd January 2015

Customer Care Leadership Movement
April 15-16, 2015
LondonRead More]

Plantronics Breakfast Meetings

29th December 2014

Plantronics The Way Ahead Tour gives you the opportunity to hear from the industry’s... [Read More]

20% Member discount on Pay and Conditions in Call and Contact Centres

9th November 2014

IDS Pay and Conditions in Call and Contact Centres 2014/15 provides you with a detailed picture of pay, benefits and ... [Read More]

UK National Contact Centre Conference Overview

9th November 2014

The Uk National Contact Centre Conference took place at the British Library in London on 4 November. 250 Contact Cent... [Read More]

Tackling the rise in absenteeism

27th October 2014

Last Wednesday the CCMA hosted a fully-booked one-day seminar in London, to help Contact Centre Managers find practic... [Read More]

Best Practice Event Feedback

19th October 2014

Last month the CCMA hosted the latest in its popular series of contact centre site visits. This time our host... [Read More]

Degree course in Contact Centre Management

11th October 2014

The CCMA in partnership with the Professional Planning Forum and Ulster University have launched a degree course in C... [Read More]

Absence Management Course

29th September 2014

Read More]

UK National Contact Centre Conference

24th September 2014

20th UK National Contact Centre Conference will focus on 2020 and beyondRead More]

CCMA Launch Benchmarking Initiative

17th September 2014

The CCMA is launched a benchmarking initiative in partnership with Bright UK. The initiative will be launched on 30th... [Read More]

One day training event An introduction to Contact Centre Management

17th September 2014

This one day training event takes place in London on 11th November and in Manchester on 18th November. To book y... [Read More]

Last chance to take part in Contact Babels survey

25th August 2014

Contact Babel are inviting organisations with more than 10 UK... [Read More]

Performance and Quality workshops

21st August 2014

These workshops have proved overwhelmingly popular and are now fully booked, any enquiries will now be held on a canc... [Read More]

Member visit to Tesco Bank

16th August 2014

This event is now fully booked. If you would like to be added to the cancellation list, please email us at Read More]

Performance and Quality workshops free to members

1st August 2014

The CCMA is launching a series of workshops focused on creating the next generation of operational best practice in p... [Read More]

Member visit to Sykes Edinburgh

28th July 2014

This member event on 20th August 2014 is now fully booked

... [Read More]

Best Practice Member Event

26th June 2014

Over 80 Contact Centre Leaders attended our recent best practice visit to Iceland in Chester in June. Nick Canning th... [Read More]

Nexidia launches new version of Interaction analytics

24th June 2014

Introduction of new speech analytics innovations enhances Nexidia’s leadership position with the fastest, most ... [Read More]

Member discount Drugs at Work conference London

16th June 2014

CCMA members are entitled to a 10% discount from this conference. Further information is available on the link below,... [Read More]

Global Benchmarking report survey now open for participants

7th June 2014

Now in its 17th year, The Global Contact Centre Benchmarking Report is widely acknowledged to be amongst the most use... [Read More]

An introduction to forecasting and planning

6th June 2014

An introduction to contact centre forecasting and planning

This one day course, is suitable... [Read More]

Overview of CCMA Seminar held on 15th May

19th May 2014

This week members attended the CCMA (Call Centre Management Association) seminar; The Contact Centre Skills and ... [Read More]

UK National Award Winners

17th May 2014

The UK National Contact Centre Awards are the longest established Contact Centre Awards in the UK and this year&rsquo... [Read More]

UK National Contact Centre Awards 15 May

15th May 2014

Our 2014 gala awards dinner will take place on 15th May at the Grange Tower Bridge Hotel in London. Nominations are n... [Read More]

Colleague and Customer Engagement Professional Planning Forum Conference

28th April 2014

The CCMA are delighted to be supporting the Professional Planning Forums conference this year. We are able to offer C... [Read More]

Member visit to Lebara

2nd March 2014

The member visit to Lebara is now fully booked. To book for our other member events, which are held monthly please vi... [Read More]

Our contact centres in 2014...

3rd January 2014

The UK contact centre industry is sometimes described by commentators as being either mature or stagnant but after a ... [Read More]

UK National Contact Centre Awards Now open for Nominations

16th December 2013


Pay and Conditions in Call and Contact Centres report now available

10th November 2013

IDS survey of pay and conditions in call and contact centres 2013/14

CCMA members can receive a 20% discount ... [Read More]

UK National Contact Centre Conference Presentations

8th November 2013

The UK National Contact Centre Conference held on 6 November attracted 170 industry professionals. To access the pres... [Read More]

UK National Contact Centre Conference 6 November London

24th October 2013


CCMA Performance and Quality workshops

22nd October 2013

Quality monitoring programmes have been in place in contact centres for many years now, some of them are getting rath... [Read More]

Systems Thinking Seminar FULLY BOOKED

16th July 2013

We are delighted to confirm that the CCMA seminar being held at CC Expo on 2 October will feature Professor John Seddon ... [Read More]

Opportunity to take part in Benchmarking Survey

20th May 2013

As part of our continued efforts to drive best practice and support thought leadership research within our industry, CCM... [Read More]

Free Behavioural Assessment tools for CCMA members

20th May 2013

National Learning at Work Day is this Thursday the 23rd May and the Call Centre Management Association have joined force... [Read More]

CCMA member events

21st April 2013

Our 2013 member visits for the rest of the year are now available for booking. All places are on a first come first serv... [Read More]

2013 Award Winners

20th April 2013

We are delighted to confirm the winners of our 2013 CCMA UK National Call Centre Awards, which were announced at our Gal... [Read More]

CCMA award winners

18th April 2013

The winners of the 2013 CCMA awards, now in their 18th year, will be announced at a Gala Dinner being held at the Palace... [Read More]

Benchmarking Seminar Manchester 18th April

18th April 2013

Join us at the Palace Hotel from 2.30pm to 5pm where we will share with you the results of the 2012 Global Contact Cen... [Read More]

Member discount on Merchants Benchmarking Report

22nd March 2013

Now in its 15th year, the Merchants Global Contact Centre Benchmarking Report is widely acknowleged as the most useful, ... [Read More]

Awards Gala Dinner Event

17th March 2013

This years gala dinner is being held at the Palace Hotel in Manchester on the 18th April 2013. Please go to the AWAR... [Read More]

CCMA Chair in Top 3 most respected people in the call centre industry

23rd November 2012

Here are the winners of Call Centre Helpers vote for the most respected people in the contact centre industry. The wi... [Read More]

Financial indicators very positive for UK contact centres

14th November 2012

Salaries, headcount, Capex show strong growth with more to follow in 2013 New research published by ContactBabel, the... [Read More]

Top 50 Call Centres winners announced

12th November 2012

Dignity Caring Funeral Services is the UK's Top Call Centre for Customer Service The UK's only annual contact centre ... [Read More]

Employment outlook CIPD update

12th November 2012

Employment outlook remains positive for the rest of the year Employment is forecast to grow steadily throughout the ... [Read More]

Record attendance at Call Centre Expo

19th October 2012

The 13th edition of Call Centre & Customer Management Expo saw over 5,000 attendees* flock through the doors of London's... [Read More]

Does live chat improve sales and service?

12th October 2012

Live chat is a common online customer service tool and it appears that consumers are becoming more comfortable using it.... [Read More]

300 new call centre jobs in Glasgow

12th October 2012

SCOTTISHPOWER is creating 300 call centre jobs in Glasgow in a deal worth £20 million to outsourcing firm Response... [Read More]

CIPD findings on absence rates

10th October 2012

Fall in absence levels could be masking deeper problems in the workplace As average employee absence falls by almost ... [Read More]

CCMA member LSG scoop award

10th October 2012

Lifestyle Services Group have scooped the 'Fraud Investigation Team of the Year' title at this year's Insurance Industry... [Read More]

Job losses expected at AA call centre

5th October 2012

Pointing to a rise in online purchases, the AA said it would be focusing its call centre activity in Newcastle in future... [Read More]

European Call Centre Awards

5th October 2012

The best and brightest shining stars of customer service were revealed on Tuesday night at a glistening awards ceremony ... [Read More]

Ambulance service planning Dearne Valley call centre

5th October 2012

THE Dearne Valley is set to be the location for the Yorkshire Ambulance Service's new call centre. The service, which... [Read More]

Employment Tribunal Statistics released

30th September 2012

On 20th September 2012, the Ministry of Justice published its report on employment tribunal statistics for April 2011 to... [Read More]

Call centre workers in East Anglia most likely to throw a sickie

21st September 2012

Although a third of UK workers admit to having pulled a sickie, a worrying 55% soldier on when ill due to anxiety over w... [Read More]

Latest Financial Services Complaints benchmarking results

4th September 2012

The results from the recent Navigant Complaints Survey based on returns from 15 Financial Services companies' shows some... [Read More]

Call Centre Metrics article

15th August 2012

Over the past three months, in a range of workshops, webinars and web chats, Jonty Pearce ( Call Centre Helper) asked a... [Read More]

CIPD article financial support in the workplace

15th August 2012

More than half of employees face financial struggles and three quarters report lack of advice in the workplace CIPD lau... [Read More]