Archives: Insights

Driving Effective Sales and Retention Programmes

Driving Effective Sales and Retention Programmes

Growing revenue and retaining customers is becoming more challenging due to the rapidly-changing customer landscape and the associated sales and retention hurdles. So, what strategies can you implement within the…
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Retail: Closing the CX Expectation Gap

Retail: Closing the CX Expectation Gap

Customer satisfaction in the UK has hit its lowest point since 2015, with multiple factors contributing to this decline according to the latest UKCSI Customer Service Index. Rising costs of…
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Navigating the AI Seascape

Navigating the AI Seascape

AI has been a hot topic of conversation for the past 18 months, and the discussions around it continue to evolve. However, determining the best ways to deploy AI in the contact…
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Change at the top at the CCMA

Change at the top at the CCMA

Friday 5 June 2020, London.  The CCMA has announced that Ann-Marie Stagg is stepping back from her role as Chief Executive of the longest established association dedicated to the UKs…
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Voice of the Contact Centre Consumer 2024

Voice of the Contact Centre Consumer 2024

Are perceptions of customer service improving or declining over time? Our annual Voice of the Contact Centre Consumer research report uncovers how customer contact needs, expectations, and behaviours are changing,…
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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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