Archives: Insights

Customer Experience Strategies

Customer Experience Strategies

Whatever we do in our business lives, we’re all customers as well. When we choose one brand over another, be it in a shopping centre or online, we are exercising…
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CCMA Benchmarking 2024 is approaching!

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…
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Changes to Holiday Entitlement Calculations

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. The recent…
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Watch: AI: The Real Picture

Watch: AI: The Real Picture

The belief that AI is going to change the world and eliminate jobs has proven to be quite different from reality. We’re currently running a roadshow of events around the…
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AI: The Real Picture: Your Questions Answered

AI: The Real Picture: Your Questions Answered

Contrary to the widespread notion that artificial intelligence (AI) would revolutionise the world and lead to widespread job displacement, the actual impact has unfolded quite differently. In our ongoing nationwide…
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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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