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Contact Centre Management Association
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  • Membership
    • Member Benefits
    • Join
    • What Members Say
  • Accreditation
  • Training
    • Lunch and Learn Sessions
    • All Virtual Courses by Date
    • Frontline Colleague Courses
    • Futures: Leadership Programme
    • Leadership Courses
    • Onsite Training
    • Specialist Skills Courses
  • Events
    • Best Practice Visits
    • CCMA Circles
    • CONNECT
    • Leadership Forum
    • Member Drop-In Sessions
    • Online Seminars
    • Solution Spotlight
    • Summits
    • The UK National Contact Centre Conference
  • NCCD
  • Awards
  • Resources
    • Research
    • Good Practice Guides
    • CareerTalk
    • Informer
    • CCMA Benchmark
    • Technology Showcase
    • Leadership Series
    • Case Studies
    • Insight
      • Colleague
      • Customer
      • Operation
      • Technology
    • Jobs | Contact Centre Vacancies
    • Supplier Directory
    • Glossary of Terms
  • About
    • Partners
    • Partnership Opportunities
    • Pearls of Wisdom
    • The Team
    • Contact Us

Category Archives: Insight

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Letter to CCMA members from BEIS

Blog, Colleague, Insight, NewsBy Jade BasfordOctober 6, 2020

From Nadhim Zahawi MP, Minister for Business and Industry, to the contact centre industry

Winners of the UK National Contact Centre Awards 2020 announced

Blog, Colleague, Insight, News, Operation, PodcastBy CCMA_RachelSeptember 24, 2020

Watch the replay of the virtual ceremony

Watch – Driving Value from Customer Satisfaction in the Contact Centre

Customer, Insight, PodcastBy CCMA_RachelSeptember 16, 2020

We hear from Capita and ServiceNow

CCMA research reveals the extent of change in the contact centre industry

Blog, Insight, ResearchBy CCMA_RachelSeptember 10, 2020

Results of our survey with the Department of Business, Energy and Industrial Strategy

eBook – Contact Centres in the Fast Lane

Blog, Colleague, Coronavirus, Insight, Operation, White PaperBy CCMA_RachelSeptember 8, 2020

The rise of a new operating model

Beyond COVID-19: How to Get the Most out of Distributed Workforces

Blog, Colleague, Coronavirus, Insight, OperationBy CCMA_RachelSeptember 3, 2020

TTEC’s Neil Russell—Smith looks at what the near future might hold

Hybrid working: creating the ‘next normal’ in work practices, spaces and cultures

Blog, Colleague, Coronavirus, Insight, OperationBy CCMA_RachelSeptember 1, 2020

Download the report

Six trends that are transforming the contact centre industry

Blog, InsightBy CCMA_RachelAugust 25, 2020

White paper from Sabio on the impact of the pandemic.

Watch: Using AI to analyse customer conversations for insight

Blog, Insight, Operation, TechnologyBy CCMA_RachelAugust 20, 2020

Watch this ‘Ask the Experts’ online event

How To Create A Successful Virtual Hiring Strategy

Blog, Colleague, Insight, OperationBy CCMA_RachelAugust 17, 2020

Tips on recruiting during the pandemic

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