Archives: Insights

Supporting Vulnerable Customers

Supporting Vulnerable Customers

Almost half of UK adults exhibit characteristic of vulnerability. As a result, there is a growing emphasis on customer protection, driven by regulations like the FCA’s Consumer Duty, which sets…
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Future-Proofing Your People Strategy

Future-Proofing Your People Strategy

From meeting rising contact demand to adapting to the pressures of wage and National Insurance (NI) inflation and the continual advancement of artificial intelligence – how are contact centres evolving…
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Contact Centre: 2030

Contact Centre: 2030

Over the next five years, three fundamental shifts will reshape the contact centre industry: how people work, what customers expect and where organisations find value. Contact Centre: 2030 is the…
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Does Contact Centre Fraud Need a Rethink?

Does Contact Centre Fraud Need a Rethink?

Fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, targeting multiple organisations at once and using the contact centre as their entry point.…
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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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