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Contact Centre AI Maturity Assessment

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Assess your AI Maturity

Almost every contact centre has AI now, so how can you deliver a 5-star customer service and stand out?

The answer is simple: take your AI to the next level.

Assess your contact centre’s AI maturity in minutes. Discover your level: Beginner, Competent, Proficient, or Advanced, before moving to the next stage.

Upon completing the assessment, you’ll get:

  • A comprehensive report with expert strategies to level up
  • A weekly email with pro-tips and additional resources
  • A free consultation call with Sprinklr AI experts
Start Assessment Here

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More Resources

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34 minute listen
Unpicking the Realities of Offshoring Contact Centre Services in 2026
Chris is joined by Joel Walker, Co-Founder of The Knowledge Group (tkg), to explore how offshoring is evolving, and to bring clarity to what is a rapidly-changing global landscape.
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Is the AI Agent the Frontline of the Future?
Agentic AI promises contact centres where autonomous systems handle most customer tasks end‑to‑end, with humans stepping in only when needed. Leaders from multiple sectors recently met at the House of Lords and, while optimistic, agreed that this fully autonomous vision is still far from today’s reality.
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Nine Ways Contact Centres Are Currently Using AI
Based on discussions at recent CCMA events, roundtables and circles, here are some of the most commonly referenced AI use cases entering into operations today - and what they entail.
Operational Excellence Strategy and Leadership
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5 minute read
Chatbots or Humans? What the Data Says About Customer Preferences
The CCMA's Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations research highlights that context is key when it comes to the question 'chatbots or humans?'
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Trade Union Changes Are Coming – How to Prepare Your Contact Centre
From 30 October 2026, two important changes to trade union law must be adhered to, as part of the continual integration of the UK's Employment Rights Act 2025.
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36 minute listen
Is Customer Service Getting Better or Worse?
Stephen Yap is joined by Zoom's Ben Neo to pick through the findings from the CCMA's latest Voice of the Contact Centre Consumer research.
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CareerTalk with Sandrea Morgan
With over two decades of experience across customer service, outsourcing and customer experience, Sandrea shares the journey that has shaped her career and leadership style.
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We turn the spotlight onto one of the most important dates in the European customer contact calendar - the European Contact Centre and Customer Service Awards, better known as the ECCCSAs.
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Infographic: Voice of the Contact Centre Consumer 2026
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With a career spanning telecoms, outsourcing and financial services, Morris has been at the heart of change, technology and innovation in our industry for many years.
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Is the UK Outsourcing Market Shifting From Cost to Capability?
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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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