Enabling contact centre advisors in 2022 and beyond
Download the findings from this ground-breaking research initiative
research
In Search of Effortless Customer Experiences
In this research we explore Effortless Customer Experiences
Part 4 | The Evolution of the Contact Centre
The CCMA has been tracking how the contact centre is evolving during times of real change. Download the fourth part.
Customer Contact Focus for Mid-Sized Businesses
In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.
Voice of the Contact Centre Consumer 2021
The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.
Are we ready for the hybrid future?
Download the report for more vital evidence to support your decisions on the future of your operating model.
Leading contact centre teams through change
Download the report to explore how contact centres are managing through this tumultuous period.
Evolution of the Contact Centre
A three part in-depth study into a sector in transformation
Are Chatbots Ready for Prime Time?
Research into consumers’ attitudes towards chatbots reveals trust gap.
Part 3 | The Evolution of the Contact Centre
Download part 3 of the research