CareerTalk with Rachel Lewis, NatWest Group
In the final episode of season four of CareerTalk, Leigh Hopwood, CEO of the CCMA, spoke with NatWest Group’s Rachel Lewis.
Contact Centre Technology Report 2026
The Contact Centre Technology Report 2026 is a vital resource for understanding tech transformation in an AI-driven era.
The Big Switch Off: Is Your Organisation Prepared?
A major change to UK telecoms that will have a significant effect on contact centres and their customers is now just 12 months away,
To You and Your Frontline – Making a Difference When it Matters Most
The CCMA recognises the vital work and dedication of contact centres during Christmas and the festive period.
Early Colleague Involvement – the Key to AI Success?
Organisations that involve their frontline colleagues early in AI implementation are the ones that have most frequently declared success.
Good Practice Guide: Achieving Frontline Excellence – Balancing Human and AI
How can you ensure you deliver effortless, emotionally intelligent customer experiences without losing the human touch?
Knowledge Management: Digging into the Detail
This Q+A tackles some of the most common Knowledge Management challenges, collated from recent CCMA events and from across our network.
National Contact Centre Day – How Will You Be Celebrating?
UK organisations will come together to recognise their contact centres and celebrate the difference they make – every day.
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.