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Insight: Operation

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 operations.

How can you take back control of your call demand? Catch up on the online seminar to find out.

Watch: Proactive Contact = CX and Efficiency

How can you take back control of your call demand? Catch up on the online seminar to find out.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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?

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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…

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.

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.

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.

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

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…

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.

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.

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.

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.

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.

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.

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.

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.

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?

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.

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.

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.

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.

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.

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

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.

Watch our CCMA Online Seminar: Navigating the Technology Seascape

Watch: Navigating the Technology Seascape

Watch our CCMA Online Seminar: Navigating the Technology Seascape

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.

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

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

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

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 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

Download the Good Practice Guide

Good Practice Guide: Embracing Transformation in the Contact Centre

Download the Good Practice Guide

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

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.

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

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

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

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

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?

Download the Good Practice Guide

Good Practice Guide: How to successfully deliver multilingual customer support

Download the Good Practice Guide

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.

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.

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.

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.

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 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

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

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

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)

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.

Download the Good Practice Guide

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

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.

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.

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.

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.

Digital changes everything

WFM Challenges in Digital Channel Management

Digital changes everything

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?

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.

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.

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

Watch the recent Member Story event.

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

Watch the recent Member Story event.

Watch Sensee and Limitless debate competing employment models.

Watch – The Great Debate: Employed v Gig Model

Watch Sensee and Limitless debate competing employment models.

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.

Talking all things Contact Centres.

Leigh Hopwood, CEO of CCMA on IPSOS podcast

Talking all things Contact Centres.

Watch the panel discussion

Improving the customer experience, no matter where the team is

Watch the panel discussion

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

Watch the replay of the virtual ceremony

Winners of the UK National Contact Centre Awards 2020 announced

Watch the replay of the virtual ceremony

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

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

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.

Homeworking technology tips from Poly.

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

Homeworking technology tips from Poly.

Download this new Ipsos Views paper.

Mystery Calling: Dialling up your contact centre performance

Download this new Ipsos Views paper.

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.

Our latest 'Ask the Experts' online event

Watch: How knowledge management supports your changing operation

Our latest ‘Ask the Experts’ online event

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.

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

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

BPA Quality Director on QA and homeworking

CCMA Podcast: Quality monitoring crucial for wellbeing and CX

BPA Quality Director on QA and homeworking

Advice on managing payments with homeworking teams

PCI Compliance when homeworking

Advice on managing payments with homeworking teams

Apply the timeless principles of leadership to managing homeworkers

Top Tips for Leading Remote Teams

Apply the timeless principles of leadership to managing homeworkers

An award-winning contact centre homeworking operation

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

An award-winning contact centre homeworking operation

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

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

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

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.

Discover how Halfords is responding to the coronavirus outbreak.

CCMA Podcast: An interview with Halfords

Discover how Halfords is responding to the coronavirus outbreak.

Gamification can have a tremendous positive impact on employee engagement.

Guide to Gamification Greatness

Gamification can have a tremendous positive impact on employee engagement.

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.

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.

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.

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 …

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.

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

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 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 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.

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.