Watch Now: Contact Centre Predictions for 2025 and Beyond
Find out what industry leaders are predicting for the contact centre in 2025.
Contact Centre Technology Report 2025 – download
The Contact Centre Technology Report is your essential guide to the evolving world of contact centre technology. This report is packed with valuable insights and practical advice tailored for contact centre professionals like you who want to stay ahead of the curve. Discover how today’s technology is reshaping customer experiences and operational efficiency in the…
Contact Centre Technology Report 2025
Download the UK Contact Centre Outsourcing Report 2024 and dive into the UK contact centre outsourcing landscape.
CCMA Academy Course Catalogue – download
Browse the CCMA Academy catalogue and explore our courses. From virtual learning to workshops, to onsite training and certifications, you’ll find a course to support the development of your contact centre teams. Thank you Please use the button below to download the CCMA Academy Course Catalogue. Download Now » Download the report »
CCMA Academy Course Catalogue
Download our research to to explore data and analytics in action on the front line, showing how both employees and customers can benefit.
Implications of Changing Consumer Confidence on Customer Contact – download
The last couple of years have been challenging for consumers, with high inflation and a growing cost-of-living crisis among other financial pressures. Many people have struggled to manage their expenses and afford essentials like housing and utilities. So, what’s the situation now? This research, supported by CallMiner, looks into how consumer confidence and expectations of…
Good Practice Guide: Driving Effective Sales and Retention Programmes – Download
Download the Good Practice Guide
Bringing the Power of Data and Analytics to the Front Line – download
Today, there’s more data available in the contact centre than ever before, and it’s never been easier to access. With more and better data comes a range of advantages: increased transparency and accountability, improved knowledge access, and enhanced productivity for front line teams. But which data and analytics are most valuable to front line teams,…
The UK Contact Centre Outsourcing Report 2024 – Download
The UK contact centre industry represents organisations that operate in-house and those that provide contact centre outsourced services to other businesses. Here at the CCMA, we are aware of the current trend in outsourcing offshore. However, in the UK there is a strong and growing industry that has an exceptional reputation for providing high quality…
Navigating the AI Seascape – download
AI has been a hot topic of conversation for the past 18 months, and the discussions around it continue to evolve. However, determining the best ways to deploy AI in the contact centre and maximise its benefits remains a challenge, even for the most advanced organisations. This research, supported by Route 101, offers a deep dive for every…