Archives: Insights

Watch: Future-Proofing Your People Strategy

Watch: Future-Proofing Your People Strategy

 Contact centre leaders today are grappling with profound shifts brought about by political, economic and technological change. These shifts necessitate a substantial re-thinking of operations, not least of which include…
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Emergency Service Efficiency

Emergency Service Efficiency

Challenge Overview Bracknell Forest Council (BFC) needed a solution to support its fast-growing population and improve its out-of-hours service for the Berkshire Emergency Duty Service (EDS). The EDS team, responsible…
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Watch: Proactive Contact = CX and Efficiency

Watch: Proactive Contact = CX and Efficiency

CCMA research reveals that consumers like proactive contact if there is something in it for them. For example status updates, responses to outstanding queries, being taught how to self-serve or…
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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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