Archives: Insights

Unlocking Potential in the Contact Centre

Unlocking Potential in the Contact Centre

“Talent is evenly distributed. Opportunity often isn’t.” In this episode of Informer we’re joined by Lisa Dolan, who is the Regional VP for Employee Experience at TP and one of…
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Public Services: Connecting Fragmented Journeys

Public Services: Connecting Fragmented Journeys

UK public service contact centres are having to manage more interaction complexity and volume than ever before, driven by a combination of increasing contact variety, changing customer expectations, technological evolution,…
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The Hidden Cost of Over-Automation

The Hidden Cost of Over-Automation

Contact centres are accelerating their adoption of automation and artificial intelligence (AI), but at what point does removing human support from customer journeys risk damaging the experiences we’re trying to…
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Emotionally Connected Customer Experience

Emotionally Connected Customer Experience

This CCMA Leadership Report captures key insights from the Emotionally Connected Customer Experience Leadership Forum held in November 2025. Senior contact centre leaders from across diverse sectors came together to…
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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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