The Contact Centres Turning Ambition into Action
The annual UK National Contact Centre Conference took place on 30 September at Westminster’s QEII Centre, with the 2025 theme of ‘Built to Lead: Turning Ambition into Action’.
Supporting Vulnerable Customers is the Right Approach – and Provides a Strategic Advantage
Supporting your vulnerable customers creates meaningful connections, inspires confidence and drives lasting engagement.
CareerTalk with Brenda Beavon, Solutions Director, ArvatoConnect
Leigh speaks with Brenda Beavon, Customer Service Solutions Director at tech solutions business, ArvatoConnect.
What Does Good Look Like in Today’s Contact Centres?
The CCMA Benchmark programme has provided vital industry data for for UK organisations looking to assess their contact centre performance against 25+ core metrics.
CareerTalk with Jon Hall, Customer Experience Manager, Fibrus
Leigh speaks with Jon Hall, CX Manager at UK broadband provider Fibrus about his varied career in customer contact.
The Generational Divide: How Age Shapes Contact Centre Expectations
Insights from CCMA’s People Agenda SIG highlighted how technology is reshaping the skills needed for the workforce of tomorrow.
Turning Your Contact Centre into a Proactive Crime Prevention Hub
Find out how you can start the process of transforming your contact centre from reactive fraud targets into proactive intelligence hubs.
Why Building a Leadership Pipeline Matters More Than Ever
Your colleagues may not see themselves as leaders yet, but with structured development, they become the foundation of consistent leadership.
The New Core Competencies: How Technology is Redefining Contact Centre Skills
Insights from CCMA’s People Agenda SIG highlighted how technology is reshaping the skills needed for the workforce of tomorrow.
Growing Leadership from Within – Why it’s Worth the Investment
Your colleagues may not see themselves as leaders yet, but with structured development, they become the foundation of consistent leadership.