Insight

We regularly publish articles, white papers, podcasts and other useful industry information that we create ourselves or from our partners. See the latest pieces of Insight below, or choose a category from the menu.

Find out what industry leaders are predicting for the contact centre in 2025.

Watch: Contact Centre Predictions for 2025 and Beyond

Find out what industry leaders are predicting for the contact centre in 2025.

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We invited senior industry leaders to come together to discuss their predictions for 2025. As a result, here are ten trends to watch.

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.

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The UK Government announced a groundbreaking budget on 30 October 2024 that was focused on supporting the working person.

The Impact of the Budget on the Contact Centre Industry

The UK Government announced a groundbreaking budget on 30 October 2024 that was focused on supporting the working person.

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The holiday season is here, and it’s the perfect time to reflect on what makes customer experience (CX) truly shine. Just like a Christmas tree, a great CX strategy needs all the right elements to dazzle.

Festive CX is like a Christmas Tree: A guide to the real meaning of CCaaS

The holiday season is here, and it’s the perfect time to reflect on what makes customer experience (CX) truly shine. Just like a Christmas tree, a great CX strategy needs all the right elements to dazzle.

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Contact centres must adopt proactive measures to combat fraud. Read more.

Why Contact Centres Must Lead the Fight Against Fraud

Contact centres must adopt proactive measures to combat fraud. Read more.

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Let's take a look at how we can reverse customers' perception of customer service quality.

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.

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The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose.

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New OFCOM regulations could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations could also impact legitimate offshore and outsourced contact centres.

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Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

Watch: Showing the Boardroom the Strategic Value of Your Contact Centre

Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

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Download the Leadership Series report - Why Insights are Key to Building your Strategic Value.

Financial Services: Why Insights are Key to Building your Strategic Value

Download the Leadership Series report – Why Insights are Key to Building your Strategic Value.

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Explore the main insights and perspectives shared during CCMA's online seminar: The Journey to Automation in QA.

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.

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AI readiness: Lessons from the CCMA Tech Summit

AI readiness: Lessons from the CCMA Tech Summit

AI readiness: Lessons from the CCMA Tech Summit

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In this online seminar, Leigh spoke to industry leaders about the barriers to personalisation, what it takes to get there, and what benefits can be realised.

Watch: Switching to True Personalised Customer Experiences

In this online seminar, Leigh spoke to industry leaders about the barriers to personalisation, what it takes to get there, and what benefits can be realised.

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Routing has transformed from a simple route to a sophisticated data delivery system.  

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.  

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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.

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.

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The contact centre is often maligned, yet remains invaluable to businesses in today's digital, omnichannel world.

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.

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Here are six top tips to help your contact centre succeed during the busiest time of the year.

How to Deliver Outstanding Customer Service During Peak Periods: 6 Tips for Success

Here are six top tips to help your contact centre succeed during the busiest time of the year.

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Kate Law, CCMA, chats to Jen Lord, course tutor for the CCMA Futures: Leadership Programme, about the 6 Competences in Top-Performing Contact Centre Leaders.

Watch: What Makes a Great Leader in the Contact Centre?

Kate Law, CCMA, chats to Jen Lord, course tutor for the CCMA Futures: Leadership Programme, about the 6 Competences in Top-Performing Contact Centre Leaders.

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Watch the online seminar as Leigh Hopwood, CEO at CCMA, hosts an interactive session with industry leaders at the forefront in the battle for self-serve journeys.

Watch: Putting Self-Service in the Spotlight

Watch the online seminar as Leigh Hopwood, CEO at CCMA, hosts an interactive session with industry leaders at the forefront in the battle for self-serve journeys.

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How are leading contact centres using data and analytics to redefine their front lines, improve operational efficiency and revenue generation? Watch now.

Watch: Bringing the Power of Data and Analytics to the Front Line

How are leading contact centres using data and analytics to redefine their front lines, improve operational efficiency and revenue generation? Watch now.

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What makes a high-performing contact centre leader? Read more to find out.

6 Competences in Top-Performing Contact Centre Leaders

What makes a high-performing contact centre leader? Read more to find out.

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Discover the changing consumer behaviour and the impact it is having on the industry you can download the report now.

Consumer Approval of CX-Focused Automated Frontline Now Unstoppable, Says New Research

Discover the changing consumer behaviour and the impact it is having on the industry you can download the report now.

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To find out more about the changing attitudes of the frontline in the customer service sector, download the Agent Experience (AX) Benchmark Report 2024.

The Frontline Prioritise Technology Over Salary in Global Survey

To find out more about the changing attitudes of the frontline in the customer service sector, download the Agent Experience (AX) Benchmark Report 2024.

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What are the three main challenges of contact centre data and how can you overcome them?

3 Common Data Challenges Contact Centres Face – And How to Overcome Them

What are the three main challenges of contact centre data and how can you overcome them?

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Discover where the greatest potential in AI lies in your contact centre. Catch up on our CCMA Online Seminar: Navigating the AI Seascape.

Watch: Navigating the AI Seascape

Discover where the greatest potential in AI lies in your contact centre. Catch up on our CCMA Online Seminar: Navigating the AI Seascape.

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Gain a solid grasp of what makes gamification effective and how to implement a successful, sustainable programme that delivers long-term results. Download the guide now.

The 2024 Guide to Gamification

Gain a solid grasp of what makes gamification effective and how to implement a successful, sustainable programme that delivers long-term results. Download the guide now.

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Discover the 8 proven success strategies for contact centre BPO's to thrive in a competitive environment. Download the eBook now.

Success Strategies for Contact Centre BPO

Discover the 8 proven success strategies for contact centre BPO’s to thrive in a competitive environment. Download the eBook now.

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What does the consumer really think about the contact centre and the service they receive? Catch up in our online seminar as we launch the Voice of the Contact Centre Consumer research.

Watch: Voice of the Contact Centre Consumer 2024

What does the consumer really think about the contact centre and the service they receive? Catch up in our online seminar as we launch the Voice of the Contact Centre Consumer research.

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Discover what the top three priorities are in customer experience differentiation and investment.

Customer Experience Differentiation and Investment – What are the Top Priorities?

Discover what the top three priorities are in customer experience differentiation and investment.

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Leigh Hopwood catches up with Spencer Brooks, Co-Founder and CEO at tkg, on the Contact Centre Outsourcing Summit 2024 and managing successful partnerships.

LinkedIn Live with Spencer Brooks, The Knowledge Group (tkg)

Leigh Hopwood catches up with Spencer Brooks, Co-Founder and CEO at tkg, on the Contact Centre Outsourcing Summit 2024 and managing successful partnerships.

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Download this eBook which takes a deep dive into the CCMA online seminar: Managing Work-life Balance for Productivity Gains.

Reducing Contact Centre Employee Burnout: The Ultimate Guide

Download this eBook which takes a deep dive into the CCMA online seminar: Managing Work-life Balance for Productivity Gains.

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Watch our online seminar where we launched our latest research examining how consumer attitudes have changed.

Watch: Implications of Changing Consumer Confidence on Customer Contact

Watch our online seminar where we launched our latest research examining how consumer attitudes have changed.

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Leigh Hopwood chats to James Marscheider, Chief Commercial Officer at evaluagent, about how Quality has evolved and how technology is impacting it.

LinkedIn Live with James Marscheider, evaluagent

Leigh Hopwood chats to James Marscheider, Chief Commercial Officer at evaluagent, about how Quality has evolved and how technology is impacting it.

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Leigh Hopwood, CEO at CCMA, reveals what it takes to be the best in the contact centre industry.

Unlock the Secrets of Customer Service Excellence: Who’s Winning and What’s Broken?

Leigh Hopwood, CEO at CCMA, reveals what it takes to be the best in the contact centre industry.

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Gamification is a tried-and-true tactic but navigating the options and convincing your team can be tough. Download this guide to set you up for gamification success.

Gamification: A Buyer’s Guide

Gamification is a tried-and-true tactic but navigating the options and convincing your team can be tough. Download this guide to set you up for gamification success.

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Watch our CCMA Online Seminar where explored how a culture of creativity and wellbeing can thrive together in the contact centre.

Watch: Managing Work-life Balance for Productivity Gains

Watch our CCMA Online Seminar where explored how a culture of creativity and wellbeing can thrive together in the contact centre.

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Are you just getting started on Knowledge-Centred Service (KCS®) or do you need to explain it to others in your organisation?

9 Steps to Implement & Sustain KCS for Growth

Are you just getting started on Knowledge-Centred Service (KCS®) or do you need to explain it to others in your organisation?

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Watch our CCMA Online Seminar where uncovered the latest scams that are rocking the contact centre industry 

Watch: Scams That Are Rocking the Contact Centre

Watch our CCMA Online Seminar where uncovered the latest scams that are rocking the contact centre industry 

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In our rapidly digitising world, contact centres form a critical interface between companies and customers. Recognising this dynamic, the CCMA recently

Seminar Q&A: Complex Conversations in Contact Centres

In our rapidly digitising world, contact centres form a critical interface between companies and customers. Recognising this dynamic, the CCMA recently

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Any organisation looking to deliver great CX at a reasonable price will have to leverage both technology and data.

Unveiling the Magic of Data: Revolutionising Contact Centre Customer Experience

Any organisation looking to deliver great CX at a reasonable price will have to leverage both technology and data.

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Explore the role of AI in the planning process. Download the eBook now.

Empowering Workforce Management with AI Technology

Explore the role of AI in the planning process. Download the eBook now.

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From April 6, the right to request flexible working will be in effect. Find out more on what employers need to be aware of.

The Flexible Working Changes that Employers Need to Take Note Of

From April 6, the right to request flexible working will be in effect. Find out more on what employers need to be aware of.

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Watch our CCMA Online Seminar where we looked at some of the outcomes from the CCMA Benchmark and what has changed in the last 12 months.

Watch: How do you Compare with the CCMA Benchmark?

Watch our CCMA Online Seminar where we looked at some of the outcomes from the CCMA Benchmark and what has changed in the last 12 months.

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Assess you contact centre's AI maturity before moving on to the next stage.

Contact Centre AI Maturity Assessment

Assess you contact centre’s AI maturity before moving on to the next stage.

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Watch our CCMA Online Seminar where we explored how NewDay is approaching their digital-first strategy and supporting their frontline.

Watch: Preparing the Frontline for Complex Conversations

Watch our CCMA Online Seminar where we explored how NewDay is approaching their digital-first strategy and supporting their frontline.

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To navigate the different contact centre AI technology, download the AI Guide for Contact Centres eBook.

AI Guide for Contact Centres

To navigate the different contact centre AI technology, download the AI Guide for Contact Centres eBook.

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Download the free eBook to discover strategies for fostering happiness and engagement among frontline staff within the contact centre.

The Complete Call Centre Employee Engagement eBook

Download the free eBook to discover strategies for fostering happiness and engagement among frontline staff within the contact centre.

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Watch our CCMA Online Seminar where we explored how leadership teams are collaborating in a hybrid working environment.

Watch: Crafting Innovation with a Hybrid Working Leadership Team

Watch our CCMA Online Seminar where we explored how leadership teams are collaborating in a hybrid working environment.

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Explore contact centre performance management, delving into its definition, significance and efficient measurement techniques.

Contact Centre Performance Management: The Ultimate Guide

Explore contact centre performance management, delving into its definition, significance and efficient measurement techniques.

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Download the Contact Centre Agent Experience (AX) Benchmark Report to gain insights into the positive impact of AI on the frontline.

Contact Centre Agent Experience (AX) Benchmark Report 2023

Download the Contact Centre Agent Experience (AX) Benchmark Report to gain insights into the positive impact of AI on the frontline.

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Paul Milloy, Business Consultant at Intradiem explores the top AI-enabled automation trends businesses should be aware of.

Top Five AI-enabled Automation Trends to Watch

Paul Milloy, Business Consultant at Intradiem explores the top AI-enabled automation trends businesses should be aware of.

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Watch our CCMA Online Seminar: Using Contact Centre Insights to Elevate CX and EX and find out how you can turn these insights into action.

Watch: Using Contact Centre Insights to Elevate CX and EX

Watch our CCMA Online Seminar: Using Contact Centre Insights to Elevate CX and EX and find out how you can turn these insights into action.

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View the full poll results from the CCMA Online Seminar: Mastering Early-Stage Frontline Stickiness.

Poll Results In: Mastering Early-Stage Frontline Stickiness

View the full poll results from the CCMA Online Seminar: Mastering Early-Stage Frontline Stickiness.

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Leigh Hopwood chats to Jon Yarlett, Founder and CEO of Intelligent Sourcing and the Impact Sourcing Alliance, on the significance of impact sourcing in the contact centre.

LinkedIn Live with Jon Yarlett, Intelligent Sourcing

Leigh Hopwood chats to Jon Yarlett, Founder and CEO of Intelligent Sourcing and the Impact Sourcing Alliance, on the significance of impact sourcing in the contact centre.

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Watch our CCMA Online Seminar where we explored the challenges of recruitment and retention in new contact centre talent.

Watch: Mastering Early-Stage Frontline Stickiness

Watch our CCMA Online Seminar where we explored the challenges of recruitment and retention in new contact centre talent.

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Download the free eBook which provides practical tips on how to deliver excellent customer experience.

The Practical Guide to Optimising CX in your Contact Centre

Download the free eBook which provides practical tips on how to deliver excellent customer experience.

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What might CX Technology look like in the next 10 years? From AI to nanotechnology to robots; read more to find out.

What CX Technology Might Look Like in 10 Years

What might CX Technology look like in the next 10 years? From AI to nanotechnology to robots; read more to find out.

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View the full poll results from the CCMA Online Seminar: Strategies for Dealing with Complex Contact Centre Operations.

Poll Results In: Strategies for Dealing with Complex Contact Centre Operations

View the full poll results from the CCMA Online Seminar: Strategies for Dealing with Complex Contact Centre Operations.

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Leigh Hopwood chats to Tim Burton, Chief Customer Officer at Smartnumbers, about the rise of fraud and what contact centre leaders can do to tackle it.

LinkedIn Live with Tim Burton, Smartnumbers

Leigh Hopwood chats to Tim Burton, Chief Customer Officer at Smartnumbers, about the rise of fraud and what contact centre leaders can do to tackle it.

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Watch our CCMA Online Seminar where we explored the solutions and challenges of complex contact centre operations and how best to tackle them.

Watch: Strategies for Dealing with Complex Contact Centre Operations

Watch our CCMA Online Seminar where we explored the solutions and challenges of complex contact centre operations and how best to tackle them.

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Contact centres are at the forefront of remote-based work and Artificial Intelligence - modernisations that are here to

State of the Contact Centre 2023: The Agent of the Future

Contact centres are at the forefront of remote-based work and Artificial Intelligence – modernisations that are here to

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Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

AI: The Real Picture: Your Questions Answered

Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

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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.

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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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.

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.

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Artificial Intelligence (AI) is set to make remarkable advancements in the world of work. For contact centres, it promises everything from improved employee engagement to better customer

From AI Theory to Practice: Insights from Customer Service

Artificial Intelligence (AI) is set to make remarkable advancements in the world of work. For contact centres, it promises everything from improved employee engagement to better customer

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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

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

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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.

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.

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Whatever we do in our business lives, we’re all customers as well. When we choose one brand over another, be it in a shopping centre or online, we are exercising a preference based on something. We might not be able to articulate

Customer Experience Strategies

Whatever we do in our business lives, we’re all customers as well. When we choose one brand over another, be it in a shopping centre or online, we are exercising a preference based on something. We might not be able to articulate

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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.

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.

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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.

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.

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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.

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.

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Remote and Hybrid working

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

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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...

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…

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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.

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.

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Watch our CCMA Online Seminar: Unleashing Frontline Engagement and Productivity, where we revealed how industry leaders are dealing with the great shifts in contact centre operations.

Watch: Unleashing Frontline Engagement and Productivity

Watch our CCMA Online Seminar: Unleashing Frontline Engagement and Productivity, where we revealed how industry leaders are dealing with the great shifts in contact centre operations.

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Revealing the CX industry's insights into how today's organisations gather and utilise customer data to effectively overcome challenges, maximize opportunities for better experiences, and drive improved business outcomes across the enterprise.

CX Landscape Report 2023

Revealing the CX industry’s insights into how today’s organisations gather and utilise customer data to effectively overcome challenges, maximize opportunities for better experiences, and drive improved business outcomes across the enterprise.

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Leigh Hopwood chats to Katy Bevan, Business Director at Page Personnel, to discuss what's new in the current recruitment market since launching the CCMA Salary and Skills Guide back in April 2023.

LinkedIn Live with Katy Bevan, Page Personnel

Leigh Hopwood chats to Katy Bevan, Business Director at Page Personnel, to discuss what’s new in the current recruitment market since launching the CCMA Salary and Skills Guide back in April 2023.

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A Beacon of Light in a Sea of Indifference. Just ask yourself, when was the last time you and your partner got up on a Saturday morning and said, “let’s go and check out power...

UK Power Networks, a shining example of great customer experience

A Beacon of Light in a Sea of Indifference. Just ask yourself, when was the last time you and your partner got up on a Saturday morning and said, “let’s go and check out power…

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Super Agents at Contact Centres

Super Agents Assemble: The Evolution of Modern Agents

As the main point of contact for brands, contact centres and their agents are pivotal to providing customers with the experience they expect and for making a mark on brand reputation that can impact long-term success.

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With technology advancements and the pandemic enabling remote working to be easier and more prevalent, it's no surprise that hybrid working is quickly becoming the norm in the UK.

Hybrid working is the future says UK contact centre leaders

With technology advancements and the pandemic enabling remote working to be easier and more prevalent, it’s no surprise that hybrid working is quickly becoming the norm in the UK.

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In the dynamic landscape of business, the integration of Environmental, Social, and Governance (ESG) principles has emerged

Integrating Social Sustainability in Business Process Outsourcing (BPO) through ESG Principles

In the dynamic landscape of business, the integration of Environmental, Social, and Governance (ESG) principles has emerged

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Outsourcing contact centres

Outsourcing Checklist: 50 Things to do when choosing a Contact Centre Outsourcing Partner

Deciding to outsource something as critical as your interactions with customers is no easy task. The Customer Experience (CX) you deliver is utterly central to…

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Watch our CCMA Online Seminar: Hybrid Working in the Contact Centre of 2024, where we explored the fundamentals of hybrid working, its challenges and opportunities.

Watch: Hybrid Working in the Contact Centre of 2024

Watch our CCMA Online Seminar: Hybrid Working in the Contact Centre of 2024, where we explored the fundamentals of hybrid working, its challenges and opportunities.

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Forrester has published its ranking of 11 software solution providers in the conversation intelligence space for customer service.

The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023

Forrester has published its ranking of 11 software solution providers in the conversation intelligence space for customer service.

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Uncover the new world of work in Page Personnel's Talent Trends Report 2023, the world's most robust and extensive talent study.

Talent Trends 2023: The Invisible Revolution

Uncover the new world of work in Page Personnel’s Talent Trends Report 2023, the world’s most robust and extensive talent study.

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Leigh Hopwood chats to Sarah Hunt, Associate Director of Client Solutions at greenbean, on her new role in recruitment and her views on the candidate journey.

LinkedIn Live with Sarah Hunt, greenbean

Leigh Hopwood chats to Sarah Hunt, Associate Director of Client Solutions at greenbean, on her new role in recruitment and her views on the candidate journey.

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Watch our CCMA Online Seminar: The Importance of ESG in the Contact Centre, where we discussed what ESG means and why it's something to consider in your contact centre strategy.

Watch: The Importance of ESG in the Contact Centre

Watch our CCMA Online Seminar: The Importance of ESG in the Contact Centre, where we discussed what ESG means and why it’s something to consider in your contact centre strategy.

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Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.

The Changing Face of CX in the Contact Centre

Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.

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A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.

Revolutionising Customer Service Capacity Planning with Advanced Technologies

A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.

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The Voice of the European Contact Centre Consumer research initiative takes a deep dive into customer behaviours and attitudes across Europe. Download now.

Voice of the European Contact Centre Consumer

The Voice of the European Contact Centre Consumer research initiative takes a deep dive into customer behaviours and attitudes across Europe. Download now.

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Watch our CCMA Online Seminar: Implications of the Rising Cost of Living on Customer Contact.

Watch: Implications of the Rising Cost of Living on Customer Contact

Watch our CCMA Online Seminar: Implications of the Rising Cost of Living on Customer Contact.

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Watch our CCMA Online Seminar: Embracing Consumer Duty in the Contact Centre.

Watch: Embracing Consumer Duty in the Contact Centre

Watch our CCMA Online Seminar: Embracing Consumer Duty in the Contact Centre.

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Customer service operations are now forced to pivot to completely new ways of working. Numerous advances are proving challenging for the industry.

Trends in Contact Centres and Customer Support

Customer service operations are now forced to pivot to completely new ways of working. Numerous advances are proving challenging for the industry.

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48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?

Implications of the Rising Cost of Living on Customer Contact

48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?

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Findings of the roundtable we conducted at the Contact Centre Outsourcing Summit.

Roundtable: Overcoming the Challenges of Outsourcing

Findings of the roundtable we conducted at the Contact Centre Outsourcing Summit.

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Watch our CCMA Online Seminar: Voice of the Contact Centre Consumer.

Watch: Voice of the Contact Centre Consumer

Watch our CCMA Online Seminar: Voice of the Contact Centre Consumer.

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Download our latest research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.

Voice of the Contact Centre Consumer

Download our latest research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.

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Kate Law chats with Mike Axford, one of our UK National Contact Centre Academy trainers, for Learning at Work Week.

LinkedIn Live: Learning at Work Week Special

Kate Law chats with Mike Axford, one of our UK National Contact Centre Academy trainers, for Learning at Work Week.

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Download the UK Contact Centre Outsourcing Report for insights about the UK contact centre outsourcing industry and considerations for outsourcing.

The UK Contact Centre Outsourcing Report

Download the UK Contact Centre Outsourcing Report for insights about the UK contact centre outsourcing industry and considerations for outsourcing.

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Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

New Strategies for Attracting Talent into the Contact Centre Industry: Your Questions Answered

Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

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Download the Leadership Series report - Building Contact Centre Resilience During Times of Change.

Insurance: Building Contact Centre Resilience During Times of Change

Download the Leadership Series report – Building Contact Centre Resilience During Times of Change.

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Download the Leadership Series report - Demonstrating the Value of the Contact Centre.

Financial Services: Demonstrating the Value of the Contact Centre

Download the Leadership Series report – Demonstrating the Value of the Contact Centre.

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Advanced technology can improve productivity in organisations but they cannot replace the human workforce.

How ChatGPT Will Transform Customer Service

Advanced technology can improve productivity in organisations but they cannot replace the human workforce.

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Watch our CCMA Online Seminar: The Impact of ChatGPT on the Contact Centre

Watch: The Impact of ChatGPT on the Contact Centre

Watch our CCMA Online Seminar: The Impact of ChatGPT on the Contact Centre

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Download the 2023 UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

The UK Contact Centre Salary and Skills Guide 2023

Download the 2023 UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

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Watch our CCMA Online Seminar: New Strategies for Attracting Talent into the Contact Centre Industry

Watch: New Strategies for Attracting Talent into the Contact Centre Industry

Watch our CCMA Online Seminar: New Strategies for Attracting Talent into the Contact Centre Industry

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Filling contact centre roles used to be easy. But fast forward to today, and this is no longer the case.

What Contact Centre Advisors are Looking for in Employers

Filling contact centre roles used to be easy. But fast forward to today, and this is no longer the case.

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Watch our CCMA Online Seminar: Navigating the Technology Seascape

Watch: Navigating the Technology Seascape

Watch our CCMA Online Seminar: Navigating the Technology Seascape

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Download the report to find out our 16 learnings to help you navigate the technology landscape.

Navigating the Technology Seascape

Download the report to find out our 16 learnings to help you navigate the technology landscape.

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Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

Contact Centre Colleague Wellbeing Research: Your Questions Answered

Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

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Leigh Hopwood, talks to Spencer Brooks from The Knowledge Group, about how the UK contact centre outsourcing industry is evolving.

LinkedIn Live: Exploring the UK Contact Centre Outsourcing Industry

Leigh Hopwood, talks to Spencer Brooks from The Knowledge Group, about how the UK contact centre outsourcing industry is evolving.

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Watch our CCMA Online Seminar: Getting the Candidate Journey Spot On

Watch: Getting the Candidate Journey Spot On

Watch our CCMA Online Seminar: Getting the Candidate Journey Spot On

Read more »
More effectively manage economic uncertainty and changing workforce dynamics in 2023 and beyond

Three Strategies to Future-Proof Your Contact Centre

More effectively manage economic uncertainty and changing workforce dynamics in 2023 and beyond

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Develop a full contact strategy that optimises live assistance, self-service and proactive customer service

White Paper: Beyond Digital First – Making Your Overall Contact Strategy Work

Develop a full contact strategy that optimises live assistance, self-service and proactive customer service

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Winning marketing and customer service strategies to improve customer journeys, lifetime value and CX outcomes

The Ultimate Customer Loyalty Handbook

Winning marketing and customer service strategies to improve customer journeys, lifetime value and CX outcomes

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Watch our CCMA Online Seminar: Advisor Engagement through L&D

Watch: Advisor Engagement through L&D

Watch our CCMA Online Seminar: Advisor Engagement through L&D

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Advanced technology can improve productivity in organisations but they cannot replace the human workforce.

Data, AI and Automation Will Never Replace Humans. Fact.

Advanced technology can improve productivity in organisations but they cannot replace the human workforce.

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As organisations start implementing their strategies for 2023 there will be a common theme underpinning their vision and direction, technology, and transformation.

Public Sector Customer Experience Predictions for 2023

As organisations start implementing their strategies for 2023 there will be a common theme underpinning their vision and direction, technology, and transformation.

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Download the Good Practice Guide

Good Practice Guide: How Quality Assurance is key to unlocking advisor engagement improvements

Download the Good Practice Guide

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61% of adult respondents had difficulties with at least one practical or administrative task following bereavement

Bereavement is everyone’s business

61% of adult respondents had difficulties with at least one practical or administrative task following bereavement

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Forrester foresees 2023 to be a year of great upheaval for those responsible for CX at their organisation.

Forrester’s 2023 Customer Experience Predictions

Forrester foresees 2023 to be a year of great upheaval for those responsible for CX at their organisation.

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Download the report based on surveys with UK organisations and interviews with UK consumers

2023 UK Contact Centre Decision-Makers’ Guide

Download the report based on surveys with UK organisations and interviews with UK consumers

Read more »
Watch our Research Director, Stephen Yap, as he reveals the Contact Centre Colleague Wellbeing Study

Watch: Contact Centre Colleague Wellbeing Study

Watch our Research Director, Stephen Yap, as he reveals the Contact Centre Colleague Wellbeing Study

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Download the report to find out our 8 discoveries into colleague wellbeing in contact centres.

Contact Centre Colleague Wellbeing Study

Download the report to find out our 8 discoveries into colleague wellbeing in contact centres.

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Watch our online seminar to find out how Process Automation can impact colleagues and customers.

Watch: Process Automation for Efficient Contact Centre CX

Watch our online seminar to find out how Process Automation can impact colleagues and customers.

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What will the next 12 months hold for automation technology in the contact centre?

Top Intelligent Automation Trends to Watch in 2023

What will the next 12 months hold for automation technology in the contact centre?

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Watch this short highlights video of one of our recent best practice visits to see what really goes on

Watch: Experience a CCMA Best Practice Visit

Watch this short highlights video of one of our recent best practice visits to see what really goes on

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Watch for tips on entering the UK National Contact Centre Awards 2023

Watch: Tips on Entering the UK National Contact Centre Awards 2023

Watch for tips on entering the UK National Contact Centre Awards 2023

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Focusing on customer and employee experience will pay dividends in this current crisis and well into the future.

3 Ways Financial Institutions Should be Improving CX in Challenging Times

Focusing on customer and employee experience will pay dividends in this current crisis and well into the future.

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Download the Good Practice Guide

Good Practice Guide: Embracing Transformation in the Contact Centre

Download the Good Practice Guide

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Watch this live Q&A where we explore what the value of CCMA membership really is

Watch: Membership Matters

Watch this live Q&A where we explore what the value of CCMA membership really is

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Watch our online seminar for our Mega Roundtable: How to transform your CX

Watch: Mega Roundtable: How to transform your CX

Watch our online seminar for our Mega Roundtable: How to transform your CX

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Access an online benchmarking tool that assesses contact centre performance against 20 core metrics.

CCMA Benchmark

Access an online benchmarking tool that assesses contact centre performance against 20 core metrics.

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Explore how consumer preference is reverting away from self-serve and back to assisted channels for more complex queries.

Why we’re going back to assisted channels

Explore how consumer preference is reverting away from self-serve and back to assisted channels for more complex queries.

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IRIS recently surveyed 1,000 people about their customer service calling habits, and the results were unmistakable. Find out more.

Your customers can’t hear you. That’s probably not good.

IRIS recently surveyed 1,000 people about their customer service calling habits, and the results were unmistakable. Find out more.

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Watch our online seminar where we explore what it takes to be a strategic leader in the contact centre.

Watch: What it takes to be a strategic leader in the contact centre

Watch our online seminar where we explore what it takes to be a strategic leader in the contact centre.

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Leigh discusses Bereavement CX with Louise Downing, Vulnerable Customer Specialist at Virgin Media O2 and Elaine Lee, Managing Director at ReynoldsBusbyLee Ltd

Bereavement CX

Leigh discusses Bereavement CX with Louise Downing, Vulnerable Customer Specialist at Virgin Media O2 and Elaine Lee, Managing Director at ReynoldsBusbyLee Ltd

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Watch our online seminar where we explore what a digital advisor experience looks like and the critical success factors in adopting it.

Watch: Getting the Digital Advisor Experience Right

Watch our online seminar where we explore what a digital advisor experience looks like and the critical success factors in adopting it.

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3 key takeaways from IRIS Audio’s ‘The impact of background noise in contact centres’ report

The impact of background noise in contact centres

3 key takeaways from IRIS Audio’s ‘The impact of background noise in contact centres’ report

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Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

The impact of the physical environment on your advisors: Your questions answered

Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

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Watch our online seminar where we explore how the use of AI can provide true customer experience improvements, whilst reducing costs and delivering a strong ROI.

Watch: Using AI to Improve CX Whilst Reducing Costs

Watch our online seminar where we explore how the use of AI can provide true customer experience improvements, whilst reducing costs and delivering a strong ROI.

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Where do the ideas come from? Who champions change? Is your operation open to innovation? Watch to find out more.

Watch: Creating a Culture for Innovation

Where do the ideas come from? Who champions change? Is your operation open to innovation? Watch to find out more.

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Download the Good Practice Guide

Good Practice Guide: How to create a culture for innovation in your contact centre

Download the Good Practice Guide

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Watch our online seminar where ask the question, are you ready to support your colleagues through the Winter of 2022?

Watch: Are you ready to support your colleagues through the Winter of 2022?

Watch our online seminar where ask the question, are you ready to support your colleagues through the Winter of 2022?

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Download our latest report to discover the 10 considerations for multilingual CX and contact centre operations

CX and operational fluency for multilingual contact centres

Download our latest report to discover the 10 considerations for multilingual CX and contact centre operations

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Watch our online seminar where we discuss the Impact of the Physical Environment on your Advisors

Watch: The Impact of the Physical Environment on your Advisors

Watch our online seminar where we discuss the Impact of the Physical Environment on your Advisors

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Download Part 6 | The Evolution of the Contact Centre report to discover the five learnings we discovered

Part 6 | Evolution of the Contact Centre

Download Part 6 | The Evolution of the Contact Centre report to discover the five learnings we discovered

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Watch as we reveal our latest research, Breaking barriers and accelerating innovation in the contact centre

Watch: Research Revealed – Barriers to Innovation

Watch as we reveal our latest research, Breaking barriers and accelerating innovation in the contact centre

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How can contact centres benefit from being innovative?

Breaking barriers and accelerating innovation in the contact centre

How can contact centres benefit from being innovative?

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Download the Good Practice Guide

Good Practice Guide: How to successfully deliver multilingual customer support

Download the Good Practice Guide

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Watch as we explore the need for providing customer service in several languages in UK contact centres and the operational challenges of delivering it.

Watch: The Multilingual Customer Service Challenge

Watch as we explore the need for providing customer service in several languages in UK contact centres and the operational challenges of delivering it.

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Download ChatLingual's 2022 CX Leaders' Guide to Multilingual Support

2022 CX Leaders’ Guide to Multilingual Support

Download ChatLingual’s 2022 CX Leaders’ Guide to Multilingual Support

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Catch up on our online seminar, The Rise and Rise of Workplace Wellbeing

Watch: The Rise and Rise of Workplace Wellbeing

Catch up on our online seminar, The Rise and Rise of Workplace Wellbeing

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Leigh Hopwood, chats with Jeanette Hunter as a contact centre specialist at Jabra, about her views on what’s happening in our world in 2022.

LinkedIn Live with Jeanette Hunter, Jabra

Leigh Hopwood, chats with Jeanette Hunter as a contact centre specialist at Jabra, about her views on what’s happening in our world in 2022.

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This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

Voice of the Contact Centre Consumer 2022

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

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Read an article by LifeLedger on transforming the CX bereavement journey.

Transforming the CX bereavement journey

Read an article by LifeLedger on transforming the CX bereavement journey.

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Download the new UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

The UK Contact Centre Salary and Skills Guide

Download the new UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

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Download Calabrio's Workforce Wellbeing Recovery Toolkit.

Workforce Wellbeing Recovery Toolkit

Download Calabrio’s Workforce Wellbeing Recovery Toolkit.

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Leigh chats with Ed Creasey from Calabrio, Inc. about the impact of the current economic situation on contact centre colleagues.

LinkedIn Live with Ed Creasey, Calabrio

Leigh chats with Ed Creasey from Calabrio, Inc. about the impact of the current economic situation on contact centre colleagues.

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Download the Solving the Authentication Puzzle report to discover the five discoveries for solving the authentication puzzle.

Solving the Authentication Puzzle

Download the Solving the Authentication Puzzle report to discover the five discoveries for solving the authentication puzzle.

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Download Calabrio's e-book on Embracing Double-Edged Customer Expectations.

Embracing Double-Edged Customer Expectations

Download Calabrio’s e-book on Embracing Double-Edged Customer Expectations.

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Watch Martin Hill-Wilson lead the conversation to explore the art of the possible, to talk through a contact centre vision.

Watch A Contact Centre Vision: The Art of the Possible

Watch Martin Hill-Wilson lead the conversation to explore the art of the possible, to talk through a contact centre vision.

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Download the Contact Centre Data: A Business Game-Changer report to discover the six ways in which data is changing the game for contact centres

Contact Centre Data: A Business Game-Changer

Download the Contact Centre Data: A Business Game-Changer report to discover the six ways in which data is changing the game for contact centres

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Watch Stephen Yap, CCMA Research Director, as he reveals our latest research exploring the use of contact centre data, kindly supported by Webhelp

Watch the Research Launch: Contact Centre Data: A Business Game-Changer

Watch Stephen Yap, CCMA Research Director, as he reveals our latest research exploring the use of contact centre data, kindly supported by Webhelp

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Watch our online seminar where we launch our latest research, Part 5 | Evolution of the Contact Centre

Watch the Research Launch: Part 5 | Evolution of the Contact Centre

Watch our online seminar where we launch our latest research, Part 5 | Evolution of the Contact Centre

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Download Part 5 | The Evolution of the Contact Centre report to discover the five themes that will drive contact centre strategy in 2022 (and beyond)

Part 5 | Evolution of the Contact Centre

Download Part 5 | The Evolution of the Contact Centre report to discover the five themes that will drive contact centre strategy in 2022 (and beyond)

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Watch our online seminar where we debate what the most effective ways are to increase efficiency in your operation.

Watch the Debate: Effective ways to increase contact centre efficiency

Watch our online seminar where we debate what the most effective ways are to increase efficiency in your operation.

Read more »
Download the Good Practice Guide

Good Practice Guide: How intelligent automation can increase contact centre efficiency

Download the Good Practice Guide

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Download for a clear three-stage process that will make it as simple as possible for you to choose the best speech analytics software for your particular needs.

How to select speech analytics software

Download for a clear three-stage process that will make it as simple as possible for you to choose the best speech analytics software for your particular needs.

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Download the UK National Contact Centre Awards toolkit

UK National Contact Centre Awards – Toolkit – Download

Download the UK National Contact Centre Awards toolkit

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Download the Good Practice Guide

Good Practice Guide: A Good Practice Guide to Contact Centre Outsourcing

Download the Good Practice Guide

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Download the Good Practice Guide

Good Practice Guide: How Remote Collaboration can help Attrition

Download the Good Practice Guide

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The strategies, measures and tools that organisations should consider to better manage health and wellbeing in a hybrid contact centres.

Ask the Experts: Outsourcing your Contact Centre Operation

The strategies, measures and tools that organisations should consider to better manage health and wellbeing in a hybrid contact centres.

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In this research we explore Supporting Vulnerable Customers in the Contact Centre

Supporting Vulnerable Customers in the Contact Centre

In this research we explore Supporting Vulnerable Customers in the Contact Centre

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Download the findings from this ground-breaking research initiative

Enabling contact centre advisors in 2022 and beyond

Download the findings from this ground-breaking research initiative

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The strategies, measures and tools that organisations should consider to better manage health and wellbeing in a hybrid contact centres.

Managing Health & Wellbeing in a Hybrid Working Contact Centre

The strategies, measures and tools that organisations should consider to better manage health and wellbeing in a hybrid contact centres.

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What does it really feel like to work in a hybrid environment?

Inclusion and equity in a hybrid call centre model

What does it really feel like to work in a hybrid environment?

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The potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.

Planning contact centre resources in a hybrid model

The potential to work more flexible shift patterns and in remote locations has thrown resource planning into a new era.

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Hybrid working is a major challenge right now which is why we have created a series of events and insight content pieces around it.

Hybrid Working Series

Hybrid working is a major challenge right now which is why we have created a series of events and insight content pieces around it.

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If you’re a team leader or employee who wants to do more, then we encourage you to download the guide and talk about suicide.

World Suicide Prevention Day

If you’re a team leader or employee who wants to do more, then we encourage you to download the guide and talk about suicide.

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The CCMA has been tracking how the contact centre is evolving during times of real change. Download the fourth part.

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.

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Download this guide to vulnerable customers in the contact centre from Voyc

Identifying and treating vulnerable customers fairly in financial services contact centres

Download this guide to vulnerable customers in the contact centre from Voyc

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Access to the recording of the Ask the Experts online seminar.

Ask the Experts: How the hybrid model impacts attrition and recruitment

Access to the recording of the Ask the Experts online seminar.

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Download the FCA's principles for businesses

Guidance for firms on the fair treatment of vulnerable customers from FCA

Download the FCA’s principles for businesses

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Ofcom's Fairness for Customers programme has best practice guidelines for dealing with vulnerable customers

Caring for vulnerable customers – advice from Ofcom

Ofcom’s Fairness for Customers programme has best practice guidelines for dealing with vulnerable customers

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Access to the recording of the online seminar.

What is a best practice approach to compliance and security in a hybrid operating model?

Access to the recording of the online seminar.

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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.

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.

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ACAS have released guidance for organisations looking to introduce a permanent hybrid working model.

Hybrid working advice from ACAS

ACAS have released guidance for organisations looking to introduce a permanent hybrid working model.

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The UK Government has just published updated guidance for the implementation of Step 4 to commence on 19 July.

Working safely during coronavirus: Guidance from Step 4

The UK Government has just published updated guidance for the implementation of Step 4 to commence on 19 July.

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Access to the recording of the online seminar and the slides Capita presented.

Being agile in a hybrid contact centre environment

Access to the recording of the online seminar and the slides Capita presented.

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How and why the contact centre has become elevated

The Evolution of the Contact Centre: Elevating the Front Line

How and why the contact centre has become elevated

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HSE guidance for keeping workplaces safe as coronavirus (COVID-19) restrictions are eased.

Keeping workplaces safe as coronavirus (COVID-19) restrictions are eased

HSE guidance for keeping workplaces safe as coronavirus (COVID-19) restrictions are eased.

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Research from the CCMA, supported by Odigo, shows contact centres are imperative in building strong brand loyalty

UK contact centres play key role in driving brand

Research from the CCMA, supported by Odigo, shows contact centres are imperative in building strong brand loyalty

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Some questions were raised that were not answered at the Trust in a hybrid working model seminar. Here are the answers.

Trust in a hybrid working model – Q&A

Some questions were raised that were not answered at the Trust in a hybrid working model seminar. Here are the answers.

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Download the Good Practice Guide

Good Practice Guide: How a digital workspace can be a customer experience differentiator

Download the Good Practice Guide

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The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.

Voice of the Contact Centre Consumer 2021

The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.

Read more »
Download the Good Practice Guide

Good Practice Guide: How to get the most out of AI in the contact centre

Download the Good Practice Guide

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How L&D professionals can get access to funds to support the development of their teams.

Strategies to develop contact centre talent and access funded learning

How L&D professionals can get access to funds to support the development of their teams.

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Digital changes everything

WFM Challenges in Digital Channel Management

Digital changes everything

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Download the report for more vital evidence to support your decisions on the future of your operating model.

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.

Read more »
Download the Good Practice Guide

Good Practice Guide: Effective workflow for a multi-channel CX strategy

Download the Good Practice Guide

Read more »
Download the Good Practice Guide

Good Practice Guide: ROI of Customer Engagement

Download the Good Practice Guide

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Government guidance for people who work in or operate offices and contact centres.

Supporting Colleagues during Ramadan

Government guidance for people who work in or operate offices and contact centres.

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Government guidance for people who work in or operate offices and contact centres.

Working safely as lockdown eases

Government guidance for people who work in or operate offices and contact centres.

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State of the Contact Centre 2021: Cloud is here. What's next?

State of the Contact Centre 2021

State of the Contact Centre 2021: Cloud is here. What’s next?

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Download the report to explore how contact centres are managing through this tumultuous period.

Leading contact centre teams through change

Download the report to explore how contact centres are managing through this tumultuous period.

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Watch the recording of the recent debate, and pick your side

The Great Debate: Voice v Digital

Watch the recording of the recent debate, and pick your side

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A summary of our exclusive research programme

The state of play for contact centres in 2021

A summary of our exclusive research programme

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Download the Good Practice Guide

Good Practice Guide: Using analytics to support hybrid workforce coaching

Download the Good Practice Guide

Read more »
Download the Good Practice Guide

Good Practice Guide: How to empower advisors with analytics

Download the Good Practice Guide

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Download the Good Practice Guide

Good Practice Guide: Elevating and Integrating the Contact Centre

Download the Good Practice Guide

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Peninsula have provided some of the emerging HR challenges with members in recent weeks. We thought we would share their advice here.

Emerging HR Challenges

Peninsula have provided some of the emerging HR challenges with members in recent weeks. We thought we would share their advice here.

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Martin Teasdale interviews our very own Director of Awards, Jackie Pringle.

Get out of Wrap: Jackie Pringle – Director of Awards for the CCMA

Martin Teasdale interviews our very own Director of Awards, Jackie Pringle.

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Download the Good Practice Guide

Good Practice Guide: Moving your contact centre to the cloud

Download the Good Practice Guide

Read more »
The kit has been created to prepare you for what follows the pandemic.

Calabrio Business Recovery Accelerator Kit

The kit has been created to prepare you for what follows the pandemic.

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Customer behaviour has changed, dramatically, and will continue to change. Are you ready?

CX Director Report from Douglas Jackson

Customer behaviour has changed, dramatically, and will continue to change. Are you ready?

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Martin Teasdale interviews our very own Research Director Stephen Yap

Get out of Wrap: Stephen Yap – Research Director for the CCMA

Martin Teasdale interviews our very own Research Director Stephen Yap

Read more »
We spoke with an official from the Department of Business, Energy and Industrial Strategy.

Watch – Online seminar: The Impact of Brexit on the Contact Centre

We spoke with an official from the Department of Business, Energy and Industrial Strategy.

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Download the Good Practice Guide

Good Practice Guide: Helping you make the most of homeworking

Download the Good Practice Guide

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Sabio’s new white paper discusses four key areas to help CX teams to steer customer interactions towards positive emotive outcomes

Does Brexit Mean CXit?

Sabio’s new white paper discusses four key areas to help CX teams to steer customer interactions towards positive emotive outcomes

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Research into consumers’ attitudes towards chatbots reveals trust gap.

Are Chatbots Ready for Prime Time?

Research into consumers’ attitudes towards chatbots reveals trust gap.

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Five critical questions for the contact centre industry as we look ahead to 2021

Part 2 | The Evolution of the Contact Centre

Five critical questions for the contact centre industry as we look ahead to 2021

Read more »
Watch the recent Member Story event.

Watch – Member Story: PerfectHome – creating an agile, digital business

Watch the recent Member Story event.

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Is ‘Microscheduling’ set to be a key service industry buzzword for 2021?

How work-from-home can cut contact centre scheduling costs

Is ‘Microscheduling’ set to be a key service industry buzzword for 2021?

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Landmark study into the growing need for omni-channel contact strategies.

Customer Interactions in a Post-COVID World

Landmark study into the growing need for omni-channel contact strategies.

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Watch Sensee and Limitless debate competing employment models.

Watch – The Great Debate: Employed v Gig Model

Watch Sensee and Limitless debate competing employment models.

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Watch the recording to find out how your business can get more from homeworking.

Watch – Contact Centre Homeworking in 2021

Watch the recording to find out how your business can get more from homeworking.

Read more »
Talking all things Contact Centres.

Leigh Hopwood, CEO of CCMA on IPSOS podcast

Talking all things Contact Centres.

Read more »
Download the Good Practice Guide

Good Practice Guide: How to drive value up and costs down in the contact centre

Download the Good Practice Guide

Read more »
Watch the panel discussion

Improving the customer experience, no matter where the team is

Watch the panel discussion

Read more »
Martin Hill Wilson explores what technology we should begin to explore

Martin Hill Wilson predicts the future in 90 seconds

Martin Hill Wilson explores what technology we should begin to explore

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From Nadhim Zahawi MP, Minister for Business and Industry, to the contact centre industry

Letter to CCMA members from BEIS

From Nadhim Zahawi MP, Minister for Business and Industry, to the contact centre industry

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Watch the replay of the virtual ceremony

Winners of the UK National Contact Centre Awards 2020 announced

Watch the replay of the virtual ceremony

Read more »
We hear from Capita and ServiceNow

Watch – Driving Value from Customer Satisfaction in the Contact Centre

We hear from Capita and ServiceNow

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Results of our survey with the Department of Business, Energy and Industrial Strategy

CCMA research reveals the extent of change in the contact centre industry

Results of our survey with the Department of Business, Energy and Industrial Strategy

Read more »
The rise of a new operating model

eBook – Contact Centres in the Fast Lane

The rise of a new operating model

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TTEC's Neil Russell—Smith looks at what the near future might hold

Beyond COVID-19: How to Get the Most out of Distributed Workforces

TTEC’s Neil Russell—Smith looks at what the near future might hold

Read more »
Download the report

Hybrid working: creating the ‘next normal’ in work practices, spaces and cultures

Download the report

Read more »
White paper from Sabio on the impact of the pandemic.

Six trends that are transforming the contact centre industry

White paper from Sabio on the impact of the pandemic.

Read more »
Watch this 'Ask the Experts' online event

Watch: Using AI to analyse customer conversations for insight

Watch this ‘Ask the Experts’ online event

Read more »
Tips on recruiting during the pandemic

How To Create A Successful Virtual Hiring Strategy

Tips on recruiting during the pandemic

Read more »
Best practice to mitigate the data compliance risk of AI

ICO launches guidance on AI and data protection

Best practice to mitigate the data compliance risk of AI

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White paper from Sabio on the impact of the pandemic.

How customer service responded to COVID-19

White paper from Sabio on the impact of the pandemic.

Read more »
Homeworking technology tips from Poly.

People, spaces and technology: enabling success in the virtual contact centre

Homeworking technology tips from Poly.

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Download this new Ipsos Views paper.

Mystery Calling: Dialling up your contact centre performance

Download this new Ipsos Views paper.

Read more »
Register for the Virtual Ceremony

The UK National Contact Centre Awards 2020 are coming to you!

Register for the Virtual Ceremony

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Keep your staff safe during coronavirus

Advice for cleaning contact centre hardware and accessories from Poly

Keep your staff safe during coronavirus

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Critical factors to make your AI project a success!

5 essential steps to enhancing interactions with AI

Critical factors to make your AI project a success!

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Help get the voice of the contact centre industry heard by government. Take the survey.

Voice of the Industry: Contact Centre Response to COVID-19

Help get the voice of the contact centre industry heard by government. Take the survey.

Read more »
Research programme to explore future direction of the industry

CCMA and Puzzel launch partnership to study the evolution of the contact centre industry

Research programme to explore future direction of the industry

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What makes your team tick? Puzzel reveals the results of its latest survey.

Agent Wellbeing Report

What makes your team tick? Puzzel reveals the results of its latest survey.

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Is homeworking a viable route into the workplace for many living with a disability?

Could homeworking work for you?

Is homeworking a viable route into the workplace for many living with a disability?

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Our latest 'Ask the Experts' online event

Watch: How knowledge management supports your changing operation

Our latest ‘Ask the Experts’ online event

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CCMA Partner Sensee shares 20 quick tips on how to manage homeworkers.

eBook: Managing Contact Centre Homeworkers | Sensee

CCMA Partner Sensee shares 20 quick tips on how to manage homeworkers.

Read more »
8x8 has developed a series of ebooks to help contact centre operations that are serious about improving FCR.

First Contact Resolution – an ebook series

8×8 has developed a series of ebooks to help contact centre operations that are serious about improving FCR.

Read more »
The CCMA appoints ex-IPSOS Mori Director Stephen Yap as Research Director

CCMA appoints Research Director

The CCMA appoints ex-IPSOS Mori Director Stephen Yap as Research Director

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The pandemic has brought new challenges in how to manage staff

Watch seminar – The impact of COVID-19 on people policies

The pandemic has brought new challenges in how to manage staff

Read more »
The industry-leading report on call centre fraud from the experts in call-audio analysis and phone fraud detection.

Pindrop 2019 Voice Intelligence Report

The industry-leading report on call centre fraud from the experts in call-audio analysis and phone fraud detection.

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Ann-Marie Stagg is stepping back from her role as CEO and will hand the reins over to Leigh Hopwood

Change at the top at the CCMA

Ann-Marie Stagg is stepping back from her role as CEO and will hand the reins over to Leigh Hopwood

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Support for easing the lockdown based for each region.

Support for Scotland, Wales and Northern Ireland

Support for easing the lockdown based for each region.

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MERJE and Ann-Marie Stagg discuss how the job market is changing in the industry

CCMA Podcast: The impact of COVID-19 on recruitment

MERJE and Ann-Marie Stagg discuss how the job market is changing in the industry

Read more »
Implementing an award winning culture programme

Watch – CCMA Virtual Member Visit to BT Newcastle

Implementing an award winning culture programme

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Will it be out of the frying pan and into the fire?

Watch seminar – Transitioning out of the crisis

Will it be out of the frying pan and into the fire?

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Download the 'Working safely during COVID-19 in offices and contact centres' document here.

Government Safer Workplace Guidance

Download the ‘Working safely during COVID-19 in offices and contact centres’ document here.

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Dino Forte, CEO at Ventrica, about how they moved 800 people to work from home.

Get out of Wrap: How Ventrica CEO handled the coronavirus

Dino Forte, CEO at Ventrica, about how they moved 800 people to work from home.

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Over 600 members joined us and homeworking specialists Sensee

Watch the homeworking seminar recording

Over 600 members joined us and homeworking specialists Sensee

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Some things to consider before a return to the office

Planning to return with social distancing

Some things to consider before a return to the office

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New research shows what contact centres are doing

Covid-19, Call Centre Homeworking & Compliance

New research shows what contact centres are doing

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Hear how they have adapted recently.

CCMA Podcast: Talking colleague engagement with LEGO

Hear how they have adapted recently.

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BPA Quality Director on QA and homeworking

CCMA Podcast: Quality monitoring crucial for wellbeing and CX

BPA Quality Director on QA and homeworking

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7 more tips from contact centre homeworking specialist Sensée

Looking after your emotional wellbeing while working from home

7 more tips from contact centre homeworking specialist Sensée

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Advice on managing payments with homeworking teams

PCI Compliance when homeworking

Advice on managing payments with homeworking teams

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Apply the timeless principles of leadership to managing homeworkers

Top Tips for Leading Remote Teams

Apply the timeless principles of leadership to managing homeworkers

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7 tips from contact centre homeworking specialist Sensée

Looking after your physical wellbeing while working from home

7 tips from contact centre homeworking specialist Sensée

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An award-winning contact centre homeworking operation

CCMA Podcast: Learn from Air France’s experienced homeworking operation

An award-winning contact centre homeworking operation

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Consulting with BEIS regarding the industry’s response to COVID-19

CCMA is the voice of the contact centre to government

Consulting with BEIS regarding the industry’s response to COVID-19

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Dealing with a crisis over social media can make or break your brand

6 rules of social media crisis management

Dealing with a crisis over social media can make or break your brand

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How to measure the success of your home-based contact centre

How to ensure CX thrives when advisors work from home

How to measure the success of your home-based contact centre

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Information about the implications of homeworking

Data protection and coronavirus: what you need to know

Information about the implications of homeworking

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Interview with the medical director and operations director

CCMA Podcast: BUPA on mental wellbeing for contact centre homeworkers

Interview with the medical director and operations director

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The seven best and seven worst remote working personalities

What is your remote working personality?

The seven best and seven worst remote working personalities

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Exposure to fraud and data breaches can increase with home working teams, here's what to do

Managing fraud as it increases due to coronavirus

Exposure to fraud and data breaches can increase with home working teams, here’s what to do

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CCMA members' suggestions on how to support employees

Supporting the mental wellbeing of your teams at home

CCMA members’ suggestions on how to support employees

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Evidence shows that fraud increases when there is a crisis

CCMA Podcast: Managing fraud risks during the pandemic

Evidence shows that fraud increases when there is a crisis

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FCA sets out steps firms should take to help identify key workers in financial services.

FCA offers advice on identifying key workers

FCA sets out steps firms should take to help identify key workers in financial services.

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Minimize the impact on operations, technology, and people during the COVID-19 outbreak

TTEC coronavirus webinar series

Minimize the impact on operations, technology, and people during the COVID-19 outbreak

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Workers to carry leave over into the next 2 leave years.

Rules on carrying over annual leave to be relaxed

Workers to carry leave over into the next 2 leave years.

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As contact centres react to the coronavirus, 8x8 provides advice.

Take Control: 3 Critical Actions to Becoming a Proactive Contact Centre

As contact centres react to the coronavirus, 8×8 provides advice.

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Discover how Halfords is responding to the coronavirus outbreak.

CCMA Podcast: An interview with Halfords

Discover how Halfords is responding to the coronavirus outbreak.

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Guidance notes for members to help deal with the challenges of COVID-19.

Coronavirus – guidance for members

Guidance notes for members to help deal with the challenges of COVID-19.

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Gamification can have a tremendous positive impact on employee engagement.

Guide to Gamification Greatness

Gamification can have a tremendous positive impact on employee engagement.

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New technologies such as Bots can revolutionise contact centre interactions, but also carry risks.

Leveraging Bot Technology in UK Customer Experience

New technologies such as Bots can revolutionise contact centre interactions, but also carry risks.

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Martin meets Ann-Marie Stagg and hears how the ECCCSAs are organised.

Meet the team behind the ECCCSAs

Martin meets Ann-Marie Stagg and hears how the ECCCSAs are organised.

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Huntswood’s Complaints Outlook 2019 is the definitive guide to the UK complaint handling landscape.

Huntswood’s Complaints Outlook 2019 Industry Report

Huntswood’s Complaints Outlook 2019 is the definitive guide to the UK complaint handling landscape.

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Mark talks training, his journey from agent to training SME, change and much much more.

Get out of Wrap: Mark Healey on training and change

Mark talks training, his journey from agent to training SME, change and much much more.

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James is a multiple award winning leader at Air France - KLM

Get out of Wrap: James Revell on attracting and retaining talent

James is a multiple award winning leader at Air France – KLM

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Fill in the survey and get the report for free.

Take part in the 17th UK Contact Centre Decision-Makers Guide study

Fill in the survey and get the report for free.

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Selfridge's Head of Customer Service on 17 years leading teams for great companies.

Get out of Wrap: Sham Aziz on contact centre operating models

Selfridge’s Head of Customer Service on 17 years leading teams for great companies.

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Martin talks to Helen about the challenges for contact centres and how to encourage positive wellbeing.

Get out of Wrap: Helen Ginman on mental health

Martin talks to Helen about the challenges for contact centres and how to encourage positive wellbeing.

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The first podcast ever in the UK about Contact Centres.

Get out of wrap podcast

The first podcast ever in the UK about Contact Centres.

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Understand who your customers really are.

Personas: Fact or Fiction?

Understand who your customers really are.

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There is one overlooked reason for staff turnover we discovered ...

Breaking the mould on staff turnover

There is one overlooked reason for staff turnover we discovered …

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Ann-Marie Stagg recognised for her outstanding contribution to the contact centre industry.

Ann-Marie Stagg recognised with Special Award by CCC

Ann-Marie Stagg recognised for her outstanding contribution to the contact centre industry.

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The Digital Customer Engagement Summit for customer contact professionals.

Digital Customer Engagement Summit

The Digital Customer Engagement Summit for customer contact professionals.

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As it's our 25th birthday year, I was reflecting on the world 25 years ago.

The world 25 years ago

As it’s our 25th birthday year, I was reflecting on the world 25 years ago.

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10% discount on two recent industry reports

Discount offer on Contact Babel reports

10% discount on two recent industry reports

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Why customer service and managing the customer experience (CX) are so important

How Can Customer Service Add Value and Create Sales?

Why customer service and managing the customer experience (CX) are so important

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CCMA announces 25 years of being at the forefront of the UK contact centre industry

CCMA celebrates 25 years as advocates of the contact centre industry

CCMA announces 25 years of being at the forefront of the UK contact centre industry

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A review of the UK National Contact Centre Conference 2018 at the British Library.

Delivering World Class Service With a Human Touch

A review of the UK National Contact Centre Conference 2018 at the British Library.

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So what does best practice look like in a post peak voice world?

So what does best practice look like in a post peak voice world?

So what does best practice look like in a post peak voice world?

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Three Trends That Will Make You Want to Look Again at Your Contact Centre Infrastructure:

Cirrus UK Industry Whitepaper

Three Trends That Will Make You Want to Look Again at Your Contact Centre Infrastructure:

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Keep up to date with the latest advances in contact centre and customer experience

Genesys ebooks

Keep up to date with the latest advances in contact centre and customer experience

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If leveraged effectively, the QA function can be a gold-mine of knowledge.

How Digital Transformation Is Reshaping Every Industry

If leveraged effectively, the QA function can be a gold-mine of knowledge.

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The Virtual Assistant era is upon us - read Sabio's white paper on this fast-growing technology

Broadening customer access with the latest intelligent Virtual Assistant technologies

The Virtual Assistant era is upon us – read Sabio’s white paper on this fast-growing technology

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If leveraged effectively, the QA function can be a gold-mine of knowledge.

Knowing What Good Looks Like

If leveraged effectively, the QA function can be a gold-mine of knowledge.

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The UK National Contact Centre Awards winners were announced to over 700 industry professionals at The Brewery in London

UK National Contact Centre Awards – highlights video

The UK National Contact Centre Awards winners were announced to over 700 industry professionals at The Brewery in London

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The old Data Protection Act has been repealed and replaced with the new

So, has all the GDPR fuss finally finished – or just started?

The old Data Protection Act has been repealed and replaced with the new

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When your name is called out as the “winner”, time seriously stops

And the award goes to …

When your name is called out as the “winner”, time seriously stops

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The Observer looks at the future of the contact centre industry - with Ann-Marie Stagg

Rise of robots threatens to terminate the UK call-centre workforce – or does it?

The Observer looks at the future of the contact centre industry – with Ann-Marie Stagg

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Today, it is rare to read HR or management press without some mention of employee engagement and why it is important.

Employee Engagement – it’s not just a nice to have

Today, it is rare to read HR or management press without some mention of employee engagement and why it is important.

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The General Data Protection Regulation (GDPR) changes the way organisations and their customers engage.

GDPR – How it changes your contact centre

The General Data Protection Regulation (GDPR) changes the way organisations and their customers engage.

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Understand what powers Ofcom has to take action against those who misuse electronic communications.

Ofcom: Persistent Misuse Policy

Understand what powers Ofcom has to take action against those who misuse electronic communications.

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Peninsula offers 10 tips to help contact centres deal with sickness absence

Managing short term absence

Peninsula offers 10 tips to help contact centres deal with sickness absence

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Training advisors to engage with customers delivered a 17% increase in call quality.

Learndirect: Walking in your customers’ shoes

Training advisors to engage with customers delivered a 17% increase in call quality.

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A career in contact centres can be very rewarding - here is a step-by-step guide.

Building your career in contact centres

A career in contact centres can be very rewarding – here is a step-by-step guide.

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