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Global Pharmaceutical Provider Unifies its Teams

Global Pharmaceutical Provider Unifies its Teams

Nancy Tuesday 5 May No Comments
Clinigen, a global pharmaceutical services platform, faced challenges with its customer service teams operating in separate locations using different phone systems that didn’t interact. This caused inefficiencies in workload distribution,…
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CCMA appoints Research Director

CCMA appoints Research Director

Nancy Friday 6 June No Comments
Ex-Ipsos MORI Director appointed CCMA’s Research Director Represents a move to provide members with more insight The CCMA, the only national association dedicated to the UK’s contact centre industry, has…
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Evolving Contact Centre Technology

Evolving Contact Centre Technology

Stelize Friday 4 April No Comments
Contact Centres often struggle with the chaos of unstructured enquiries, lengthy customer tickets and can be faced with mountains of disorganised knowledge data. Ventrica, one of the UK’s most prestigious…
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How Do We Plug the Sentiment Gap?

How Do We Plug the Sentiment Gap?

Chris CCMA Tuesday 6 June No Comments
The 2026 edition of our Voice of the Contact Centre Consumer research reveals that for the first time in five years, more UK consumers feel customer service has improved than…
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Public Services: Connecting Fragmented Journeys

Public Services: Connecting Fragmented Journeys

Nancy Monday 4 April No Comments
UK public service contact centres are having to manage more interaction complexity and volume than ever before, driven by a combination of increasing contact variety, changing customer expectations, technological evolution,…
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The Hidden Cost of Over-Automation

The Hidden Cost of Over-Automation

Nancy Friday 2 February No Comments
Contact centres are accelerating their adoption of automation and artificial intelligence (AI), but at what point does removing human support from customer journeys risk damaging the experiences we’re trying to…
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