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We regularly publish articles from both our internal team and our industry partners. Read the latest thought leadership pieces below.

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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

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

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

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

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

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.

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.

Download the Good Practice Guide

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

Download the Good Practice Guide

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.

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

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

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.

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.

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?

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

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

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.

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

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

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.

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.

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.

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.

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

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.

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

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.

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.

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.

Download the Good Practice Guide

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

Download the Good Practice Guide

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?

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

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

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

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?

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.

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

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

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.

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.

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.

Download Calabrio's Workforce Wellbeing Recovery Toolkit.

Workforce Wellbeing Recovery Toolkit

Download Calabrio’s Workforce Wellbeing Recovery Toolkit.

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.

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.

Download the UK National Contact Centre Awards toolkit

UK National Contact Centre Awards – Toolkit – Download

Download the UK National Contact Centre Awards toolkit

Download the Good Practice Guide

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

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: How Remote Collaboration can help Attrition

Download the Good Practice Guide

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.

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?

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.

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

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.

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

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

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.

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.

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.

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.

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

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.

Download the Good Practice Guide

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

Download the Good Practice Guide

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

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.

Digital changes everything

WFM Challenges in Digital Channel Management

Digital changes everything

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.

Download the Good Practice Guide

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

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: ROI of Customer Engagement

Download the Good Practice Guide

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.

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.

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

A summary of our exclusive research programme

The state of play for contact centres in 2021

A summary of our exclusive research programme

Download the Good Practice Guide

Good Practice Guide: Using analytics to support hybrid workforce coaching

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: How to empower advisors with analytics

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: Moving your contact centre to the cloud

Download the Good Practice Guide

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.

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?

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.

Download the Good Practice Guide

Good Practice Guide: Helping you make the most of homeworking

Download the Good Practice Guide

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

Research into consumers’ attitudes towards chatbots reveals trust gap.

Are Chatbots Ready for Prime Time?

Research into consumers’ attitudes towards chatbots reveals trust gap.

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

Watch the recent Member Story event.

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

Watch the recent Member Story event.

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?

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.

Watch Sensee and Limitless debate competing employment models.

Watch – The Great Debate: Employed v Gig Model

Watch Sensee and Limitless debate competing employment models.

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

Watch the panel discussion

Improving the customer experience, no matter where the team is

Watch the panel discussion

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

Watch the replay of the virtual ceremony

Winners of the UK National Contact Centre Awards 2020 announced

Watch the replay of the virtual ceremony

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

The rise of a new operating model

eBook – Contact Centres in the Fast Lane

The rise of a new operating model

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

Download the report

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

Download the report

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.

Watch this 'Ask the Experts' online event

Watch: Using AI to analyse customer conversations for insight

Watch this ‘Ask the Experts’ online event

Tips on recruiting during the pandemic

How To Create A Successful Virtual Hiring Strategy

Tips on recruiting during the pandemic

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

Homeworking technology tips from Poly.

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

Homeworking technology tips from Poly.

Register for the Virtual Ceremony

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

Register for the Virtual Ceremony

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.

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

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?

Our latest 'Ask the Experts' online event

Watch: How knowledge management supports your changing operation

Our latest ‘Ask the Experts’ online event

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

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

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

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.

Implementing an award winning culture programme

Watch – CCMA Virtual Member Visit to BT Newcastle

Implementing an award winning culture programme

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?

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.

Over 600 members joined us and homeworking specialists Sensee

Watch the homeworking seminar recording

Over 600 members joined us and homeworking specialists Sensee

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

New research shows what contact centres are doing

Covid-19, Call Centre Homeworking & Compliance

New research shows what contact centres are doing

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

Advice on managing payments with homeworking teams

PCI Compliance when homeworking

Advice on managing payments with homeworking teams

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

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

6 rules of social media crisis management

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

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

Information about the implications of homeworking

Data protection and coronavirus: what you need to know

Information about the implications of homeworking

The seven best and seven worst remote working personalities

What is your remote working personality?

The seven best and seven worst remote working personalities

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

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

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

Understand who your customers really are.

Personas: Fact or Fiction?

Understand who your customers really are.

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 …

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.

The Digital Customer Engagement Summit for customer contact professionals.

Digital Customer Engagement Summit

The Digital Customer Engagement Summit for customer contact professionals.

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.

10% discount on two recent industry reports

Discount offer on Contact Babel reports

10% discount on two recent industry reports

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

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

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.

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?

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.

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.

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

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

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

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

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

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.

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.