How Do We Plug the Sentiment Gap?
While most UK consumers feel customer service has improved, vulnerable consumers increasingly feel they’re being left behind.
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Watch: Voice of the Contact Centre Consumer 2026
Explore the findings from Voice of the Contact Centre Consumer 2026, including changing customer expectations, digital inclusion, vulnerability and the future of customer experience.
Voice of the Contact Centre Consumer 2026
This year’s research examines whether customer service is genuinely improving and whether the shift to digital is creating a demographic divide.
The UK is a Nation of Experience Sharers and Email Enthusiasts
New CCMA research unearths the contact preferences of UK consumers, and identifies five distinct contact personas.
How Does the EU AI Act Impact Contact Centre Leaders?
The EU’s AI Act is the first comprehensive AI regulation in the world – and many UK contact centres fall within its scope.
Informer – Creating a Culture of Health and Wellbeing in the Contact Centre
Dr Jillian Manner discusses how to put health and wellbeing theory into practice in your contact centre.
CareerTalk with David Rumble, Founder and Director
Industry ‘veteran’ David Rumble explains why the contact centre is an industry that can galvanise so many people in their careers.
Informer – Supporting Colleagues and Team Members With ADHD
Adeptina founder and facilitator for the Neurodiversity Training Academy Tina Squire talks about ADHD in the contact centre.
Financial Services: Striking the Right Human and Digital Balance
How do you integrate AI and automation without losing the human connection that customers still need and value?
CareerTalk Special – National Contact Centre Day
We take a peek behind the curtain, by visiting WTW in Redhill on National Contact Centre Day for a special episode of CareerTalk.