Archives: Insights

LinkedIn Live with Sarah Hunt, greenbean

LinkedIn Live with Sarah Hunt, greenbean

How do you reduce short term attrition in the contact centre?Leigh Hopwood, CEO at the CCMA, chats to Sarah Hunt, Associate Director of Client Solutions at greebean, about the candidate journey and…
Read more
Talent Trends 2023: The Invisible Revolution

Talent Trends 2023: The Invisible Revolution

Unravelling the most profound transformation in work culture since the arrival of the Internet. Explore Page Groups’ Talent Trends 2023 Report, the world’s most robust and extensive talent study. Uncover…
Read more
Watch Now: The Importance of Developing your People

Watch Now: 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…
Read more
Revolutionising BPO Workforce Management

Revolutionising BPO Workforce Management

The DDC Group is a global BPO and Customer Support service provider, with 35 years of experience delivering outcome-based services from a range of global locations. Trusted by international brands,…
Read more
Feedback Loop

Feedback Loop

Reed in Partnership faced quite a challenge in their customer feedback collection process. They relied on bi-annual surveys to gather insights and measure their Net Promoter Score (NPS), a method…
Read more
Increasing Customer Satisfaction

Increasing Customer Satisfaction

Tai Calon Community Housing, the largest non-profit housing provider in Blaenau Gwent, has faced a number of challenges. These included financial pressures, limited resources, the transition to hybrid working, and…
Read more
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.

Contact Us

© 2026 Contact Centre Management Association. All rights reserved.
Reg No: 5799326