Watch: Contact Centre Predictions for 2026 and Beyond
Explore the trends, challenges and opportunities shaping the next era of customer engagement in 2026.
technology
Contact Centre Predictions 2026: Ten Key Trends for a Pivotal 12 Months
The convergence of advanced AI, evolving customer expectations and a changing skills requirement is reshaping our sector.
Contact Centre Technology Report 2026
The Contact Centre Technology Report 2026 is a vital resource for understanding tech transformation in an AI-driven era.
Knowledge Management: Digging into the Detail
This Q+A tackles some of the most common Knowledge Management challenges, collated from recent CCMA events and from across our network.
Watch: Balancing Efficiency, Empathy and AI in Knowledge Management
Uncover knowledge management strategies that reduce friction for both customers and colleagues.
Does Contact Centre Fraud Need a Rethink?
Contact centre fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, using the contact centre as their entry point.
Watch: Don’t Stop! Keep Your Technology Evolving
In this online seminar we explored the pitfalls of post tech implementation and uncovered stories of success.
The Generational Divide: How Age Shapes Contact Centre Expectations
Insights from CCMA’s People Agenda SIG highlighted how technology is reshaping the skills needed for the workforce of tomorrow.
The New Core Competencies: How Technology is Redefining Contact Centre Skills
Insights from CCMA’s People Agenda SIG highlighted how technology is reshaping the skills needed for the workforce of tomorrow.
The New Customer Experience Challenge – Creating Digital and Data–Led Interactions
Explore the importance of viewing CX technologies as essential investments for efficiency and profitability.