Archives: Insights

LinkedIn Live with James Marscheider

LinkedIn Live with James Marscheider

Leigh Hopwood, CEO at CCMA, chats to James Marscheider, Chief Commercial Officer at evaluagent.What is happening in the world of Quality and how is technology supporting the teams that are…
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Success Strategies for Contact Centre BPO

Success Strategies for Contact Centre BPO

Keeping the Plates Spinning  Contact centre business process outsourcers (BPOs or “outsourcers”) have similar goals and challenges to in-house contact centres – and some additional ones of their own. They’ve…
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The 2024 Guide to Gamification

The 2024 Guide to Gamification

Gamification is a proven and growing strategy for businesses to boost employee motivation, engagement, and performance. To achieve great results, it’s essential to have a solid grasp of what makes…
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Watch: Navigating the AI Seascape

Watch: Navigating the AI Seascape

AI continues to be the hottest topic in the business world and it’s no different within the contact centre. The challenge is that it can be difficult for operation leaders…
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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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