Watch: AI: The Real Picture
Watch our CCMA Online Seminar: AI: The Real Picture, as we share some of the insights so far from our AI in the Contact Centre Roadshow that we’re conducting across the UK.
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Changes to Holiday Entitlement Calculations
The government has released its responses to consultations on reforms to retained EU laws and the calculation of annual leave entitlement for part year and irregular hours workers.
CCMA Benchmarking 2024 is approaching!
It’s that exciting time of year where we start preparing for CCMA Benchmarking. For UK contact centre leaders and members of the CCMA, we offer an exclusive online benchmarking tool that assesses your contact centre
Rethinking Hybrid Work: Why we need an Individualised Approach for the Long Run
The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work. That’s what hybrid work was supposed to be.
What a Conference! UK National Contact Centre Conference 2023
The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.
The Emergence of the Employee-driven Market
The war for talent is an issue many leaders across a number of verticals face, but with the contact centre sector being so over reliant on labour, these organisations are currently grappling with this key business challenge.
UK National Contact Centre Conference 2023 – Highlights Video
The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.
Remote and Hybrid Working: The Impact on Contact Centres.
With hybrid working becoming the new norm, many organisations with contact centres have looked to transform their customer support processes and operations significantly. While there is not a
The Changing Role of the Contact Centre Frontline
How often do you actually phone a call centre these days? Maybe not as often as you once did because you can now access information on app and websites, and many organisations are proactively contacting you with alerts…
Watch: Balancing Fighting Fraud with Customer Experience
Watch our CCMA Online Seminar: Balancing Fighting Fraud with Customer Experience, where we unveiled our latest research and discussed how contact centre operations are dealing with fraud.