CareerTalk with Morris Pentel
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.
BPO Relationships Must Start with Questions, Not Solutions
Organisations are increasingly reframing the contact centre outsourcing process to ask – what can outsourcing deliver us?
Solution Spotlight
Our online Solution Spotlight days are full of short and impactful sessions, ideal for anyone in contact centre operations involved in choosing contact centre tech.
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.
Is the UK Outsourcing Market Shifting From Cost to Capability?
The 2026 edition of the UK Contact Centre Outsourcing Report reveals a changing landscape for buyers.
Informer – Tackling Data Sovereignty Challenges
Geopolitical tensions, cybercrime and AI are contributing to a reappraisal of data sovereignty in many contact centres.
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.
The UK Contact Centre Outsourcing Report 2026
The 2026 UK Contact Centre Outsourcing Report is the CCMA’s essential annual guide for buyers of UK customer contact outsourcing services.
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.
Technology Procurement – Where to Start?
For many contact centre leaders and procurement teams, it’s not about access to the technology, but clarity on where to begin.