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.
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.
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.
Watch: How Do You Compare with CCMA Benchmark?
This online seminar will give you the insight and context you need to make confident, data-driven decisions. Watch now.
Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations
Explore the five Customer Contact Personas that make up the UK adult consumer population.
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.
Public Services: Connecting Fragmented Journeys
Key insights from the March 2026 Leadership Forum, where senior leaders from across public services to discuss customer journey management.
Watch: The Importance of Developing your People
Explore how behaviour, mindset and meaningful development create engaged teams, motivated colleagues and consistently strong outcomes.