Watch: The Importance of Developing your People
Explore how behaviour, mindset and meaningful development create engaged teams, motivated colleagues and consistently strong outcomes.
operation
Can we Predict the Operating Models of the Future?
The world of customer contact as we know it is transforming, and organisations are being told they must evolve at breakneck speed.
BPO Briefings: Keeping Up with the Pace of Change
At our latest BPO Briefing the mood was one of cautious pragmatism – an industry that knows the ground is shifting and is working hard to stay ahead.
Watch: Raising Standards: Five Considerations
The Contact Centre Standards Framework can strengthen capability and create a high-performing contact centre.
Informer – The Hidden World of Modern Contact Centre Fraud
Dr. Nicola Harding lifts the lid on what makes contact centres so vulnerable to fraud and social engineering.
Watch: Contact Centre Predictions for 2026 and Beyond
Explore the trends, challenges and opportunities shaping the next era of customer engagement in 2026.
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,
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.
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.