Contact Centre Trends to Watch in 2025: A Transformative Year Ahead
We invited senior industry leaders to come together to discuss their predictions for 2025. As a result, here are ten trends to watch.
technology
Festive CX is like a Christmas Tree: A guide to the real meaning of CCaaS
Just like a Christmas tree, a great CX strategy needs all the right elements to dazzle.
The Contact Centre Renaissance: Why Human Connection Matters More Than Ever
Let’s take a look at how we can reverse customers’ perception of customer service quality.
Navigating The New OFCOM Rules For UK Businesses Calling From Offshore
New OFCOM regulations could also impact legitimate offshore and outsourced contact centres.
7 Key Learnings to Inform Your QA Automation Strategy
Explore the main insights and perspectives shared during CCMA’s online seminar: The Journey to Automation in QA.
AI readiness: Lessons from the CCMA Tech Summit
AI readiness: Lessons from the CCMA Tech Summit
Contact Centre Technology Report 2025
The Contact Centre Technology Report is your essential guide to the evolving world of contact centre technology. Download Now.
Routing: From ACD to AI, the Timeless Quest for the Best-Suited Advisor
Routing has transformed from a simple route to a sophisticated data delivery system.
Watch: The Journey to Automation in QA
The big question is how do you migrate from manual quality monitoring to full AI-powered quality management? Watch the online seminar now to uncover the question.
Heard, Valued and Trusted: the Key to Contact Centre Excellence
The contact centre is often maligned, yet remains invaluable to businesses in today’s digital, omnichannel world.