Watch: Voice of the Contact Centre Consumer 2026
This online seminar will give you the insight and context you need to make confident, data-driven decisions. Watch now.
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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.
CareerTalk with Danielle Henry, John Lewis Partnerships
Danielle Henry, Director of Customer Care and Contact at John Lewis Partnership, speaks about her career to date.