Join The UKs Largest Community Of Contact Centre Professionals

Inspire. Innovate. Together.

For 30 years, the CCMA has been bringing contact centre leaders together to share best practice and experiences to help them deliver business success. We are on a mission to change society’s perception of our industry. Join us.

What’s Coming Up?

Events

Industry professionals are invited to visit award winning contact centres, attend seminars and conferences. These can be a mixture of both face to face and virtually.

Contact Centre Predictions for 2025 and Beyond

Contact Centre Predictions for 2025 and Beyond

Date: Thu 16 Jan 2025
Where: Online

Multi-Channel Optimised Service

Multi-Channel Optimised Service

Date: Thu 30 Jan 2025
Where: Southend-On-Sea

Great CX: How?

Great CX: How?

Date: Wed 26 Feb 2025
Where: London

Training Courses

A range of opportunities to improve individual and team performance with our training consultants who are contact centre professionals.

Coaching with Confidence

Coaching with Confidence

Date: Wed 8 Jan 2025 - Thu 9 Jan 2025
Where: Online

Advanced Empathy

Advanced Empathy

Date: Thu 9 Jan 2025
Where: Online

AI Deployment - Taking the First Steps

AI Deployment - Taking the First Steps

Date: Tue 14 Jan 2025
Where: Online

Latest Insight

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

The Contact Centre Technology Report is your essential guide to the evolving world of contact centre technology.

Contact Centre Technology Report 2025

The Contact Centre Technology Report is your essential guide to the evolving world of contact centre technology.