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 rapid change.
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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.
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.
UK Employment Law Changes – Six Considerations for Contact Centres
Peninsula UK’s Employment Services Director, Kate Palmer, joined Leigh Hopwood to break down what’s coming up and how to prepare.
Consumer Duty – A Catalyst for Transforming Insurance Operations
Consumer Duty has the potential to reshape the industry – prompting insurers to become more efficient, customer-centric and ready for the future.
The UK Contact Centre Outsourcing Report 2025
Now available to all – download the UK Contact Centre Outsourcing Report 2025 and dive into the UK contact centre outsourcing landscape.
Watch: How Do You Compare with CCMA Benchmark?
How does your contact centre stack up? Discover the insights that matter most.
Navigating BPO Procurement: Insights for Improved Transparency and Efficiency
tkg have put together some advice on how to spot when an organisation is acting as a broker.
CCMA Strategy Sessions – Key Learnings About Organisational Structures
AI readiness: Lessons from the CCMA Tech Summit