Archives: Insights

Supporting Vulnerable Customers | Download

Supporting Vulnerable Customers | Download

Thank you Please use the button below to download the “Supporting Vulnerable Customers: A Strategic Priority for Contact Centres” Good Practice Guide. Click here to return to the main Insights page
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CCMA Benchmark: Salary Guide 2025

CCMA Benchmark: Salary Guide 2025

Explore the latest salary data for the UK contact centre sector, with information on job roles ranging from frontline advisor to head of customer experience, and with a full regional…
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Technology Procurement – Where to Start?

Technology Procurement – Where to Start?

Contact centre technology procurement has become an increasingly complex process. As customer expectations rise and operating models evolve, organisations are faced with an expanding ecosystem of platforms, point solutions and…
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Tackling Data Sovereignty Challenges

Tackling Data Sovereignty Challenges

For contact centres, data sovereignty has been a central discussion point for several decades now, with the advancement of cloud-based technologies, legislation such as GDPR and the US Cloud Act,…
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The UK Contact Centre Outsourcing Report 2025

The UK Contact Centre Outsourcing Report 2025

Explore the 2026 edition here. In its third year, the UK Contact Centre Outsourcing Report provides a comprehensive analysis of the UK’s strong and ever-evolving Business Process Outsourcing (BPO) industry.  …
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The Importance of Developing your People

The Importance of Developing your People

In this online seminar, we explored how behaviour, mindset and meaningful development shape engaged teams, motivated colleagues and consistently strong outcomes. Hosted by Kate Knowles, Services Director, CCMA, the session…
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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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