Insight: Colleague

We regularly publish articles, white papers, and podcasts from both our internal team and our industry partners. Read the latest thought leadership pieces below relating to colleague experience.

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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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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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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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 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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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

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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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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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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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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

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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 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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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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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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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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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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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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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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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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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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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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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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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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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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Download the Good Practice Guide

Good Practice Guide: Elevating and Integrating the Contact Centre

Download the Good Practice Guide

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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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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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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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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.

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Talking all things Contact Centres.

Leigh Hopwood, CEO of CCMA on IPSOS podcast

Talking all things Contact Centres.

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Watch the panel discussion

Improving the customer experience, no matter where the team is

Watch the panel discussion

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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

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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

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Download the report

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

Download the report

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Tips on recruiting during the pandemic

How To Create A Successful Virtual Hiring Strategy

Tips on recruiting during the pandemic

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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.

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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.

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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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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.

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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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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.

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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

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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

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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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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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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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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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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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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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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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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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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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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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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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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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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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