Watch: Balancing Efficiency, Empathy and AI in Knowledge Management
Uncover knowledge management strategies that reduce friction for both customers and colleagues.
CareerTalk with Kirk Bradley, Operations Director, Bupa
Leigh talks to Kirk Bradley, Operations Director at Bupa and the Contact Centre Leader of the Year at the UKNCCA 2025.
CareerTalk – James Wilson, Barclays Customer Care
For this episode of CareerTalk, we speak with James Wilson, Interim Head of Supplier Service Management at Barclays Customer Care.
Does Contact Centre Fraud Need a Rethink?
Contact centre fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, using the contact centre as their entry point.
CareerTalk with Michael O’Brien, First Customer Contact
Mick O’Brien at First Customer Contact explains how his 30 year career in policing morphed into fighting contact centre fraud.
Watch: Don’t Stop! Keep Your Technology Evolving
In this online seminar we explored the pitfalls of post tech implementation and uncovered stories of success.
Future-Proofing Your Knowledge Management Strategy
This Good Practice Guide provides a roadmap for building resilient, people-centred knowledge management strategies.
Second Telecommunications Fraud Charter: What It Means for Contact Centres
The Second Telecommunications Fraud Charter signed by Government and the UK mobile networks will have important implications for contact centres.
Insurance: Delighting the Customer at Every Touchpoint
Uncover what it truly means to delight customers in the insurance sector, built on complexity and compliance.
BPO Briefings: Insights From a Transformative Year
Over the past year, the CCMA has brought together leaders from across the UK’s BPO community to explore the realities of operating in an environment defined by change.