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Recognising the changing nature of the contact centre industry in the UK, we are committed to doing quality in-depth research that will support our members with real empirical evidence. We are working with some of our partners to bring this research to you. Please check out the research available here.

The Contact Centre Technology Report is your essential guide to the evolving world of contact centre technology.

Contact Centre Technology Report 2025

The Contact Centre Technology Report is your essential guide to the evolving world of contact centre technology.

Download our research to to explore data and analytics in action on the front line, showing how both employees and customers can benefit.

Bringing the Power of Data and Analytics to the Front Line

Download our research to to explore data and analytics in action on the front line, showing how both employees and customers can benefit.

Explore how you can navigate AI in the contact centre and where the greatest potential resides. Download the research now.

Navigating the AI Seascape

Explore how you can navigate AI in the contact centre and where the greatest potential resides. Download the research now.

Download our latest research to explore in more detail how consumer confidence and expectations of customer contact have evolved.

Voice of the Contact Centre Consumer 2024

Download our latest research to explore in more detail how consumer confidence and expectations of customer contact have evolved.

Download our latest research to explore in more detail how consumer confidence and expectations of customer contact have evolved.

Implications of Changing Consumer Confidence on Customer Contact

Download our latest research to explore in more detail how consumer confidence and expectations of customer contact have evolved.

Download the UK Contact Centre Outsourcing Report 2024 and dive into the UK contact centre outsourcing landscape.

The UK Contact Centre Outsourcing Report 2024

Download the UK Contact Centre Outsourcing Report 2024 and dive into the UK contact centre outsourcing landscape.

Download the Research: Using Contact Centre Insights to Elevate Customer and Colleague Experience and find out how you can turn these insights into action.

Using Contact Centre Insights to Elevate CX and EX

Download the Research: Using Contact Centre Insights to Elevate Customer and Colleague Experience and find out how you can turn these insights into action.

Download the Research: Balancing Fighting Fraud with Customer Experience to understand how fraud is evolving and what contact centres are doing to stay ahead of fraudsters.

Balancing Fighting Fraud with Customer Experience

Download the Research: Balancing Fighting Fraud with Customer Experience to understand how fraud is evolving and what contact centres are doing to stay ahead of fraudsters.

Download the Research: Unleashing frontline engagement and productivity. 74% frontline contact centre workers are happy in their jobs...

Unleashing Frontline Engagement and Productivity

Download the Research: Unleashing frontline engagement and productivity. 74% frontline contact centre workers are happy in their jobs…

Download the Evolution of the Contact Centre - Summer 2023 report to discover how our industry is adapting to the pressures of socio-economic challenges today.

Evolution of the Contact Centre – Summer 2023

Download the Evolution of the Contact Centre – Summer 2023 report to discover how our industry is adapting to the pressures of socio-economic challenges today.

48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?

Implications of the Rising Cost of Living on Customer Contact

48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?

Download our latest research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.

Voice of the Contact Centre Consumer

Download our latest research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.

Download the UK Contact Centre Outsourcing Report for insights about the UK contact centre outsourcing industry and considerations for outsourcing.

The UK Contact Centre Outsourcing Report

Download the UK Contact Centre Outsourcing Report for insights about the UK contact centre outsourcing industry and considerations for outsourcing.

Download the 2023 UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

The UK Contact Centre Salary and Skills Guide 2023

Download the 2023 UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

Download the report to find out our 16 learnings to help you navigate the technology landscape.

Navigating the Technology Seascape

Download the report to find out our 16 learnings to help you navigate the technology landscape.

Download the report to find out our 8 discoveries into colleague wellbeing in contact centres.

Contact Centre Colleague Wellbeing Study

Download the report to find out our 8 discoveries into colleague wellbeing in contact centres.

Download our latest report to discover the 10 considerations for multilingual CX and contact centre operations

CX and operational fluency for multilingual contact centres

Download our latest report to discover the 10 considerations for multilingual CX and contact centre operations

Download Part 6 | The Evolution of the Contact Centre report to discover the five learnings we discovered

Part 6 | Evolution of the Contact Centre

Download Part 6 | The Evolution of the Contact Centre report to discover the five learnings we discovered

How can contact centres benefit from being innovative?

Breaking barriers and accelerating innovation in the contact centre

How can contact centres benefit from being innovative?

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

Voice of the Contact Centre Consumer 2022

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

Download the new UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

The UK Contact Centre Salary and Skills Guide

Download the new UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

Download the Solving the Authentication Puzzle report to discover the five discoveries for solving the authentication puzzle.

Solving the Authentication Puzzle

Download the Solving the Authentication Puzzle report to discover the five discoveries for solving the authentication puzzle.

Download the Contact Centre Data: A Business Game-Changer report to discover the six ways in which data is changing the game for contact centres

Contact Centre Data: A Business Game-Changer

Download the Contact Centre Data: A Business Game-Changer report to discover the six ways in which data is changing the game for contact centres

Download Part 5 | The Evolution of the Contact Centre report to discover the five themes that will drive contact centre strategy in 2022 (and beyond)

Part 5 | Evolution of the Contact Centre

Download Part 5 | The Evolution of the Contact Centre report to discover the five themes that will drive contact centre strategy in 2022 (and beyond)

In this research we explore Supporting Vulnerable Customers in the Contact Centre

Supporting Vulnerable Customers in the Contact Centre

In this research we explore Supporting Vulnerable Customers in the Contact Centre

Download the findings from this ground-breaking research initiative

Enabling contact centre advisors in 2022 and beyond

Download the findings from this ground-breaking research initiative

In this research we explore Effortless Customer Experiences

In Search of Effortless Customer Experiences

In this research we explore Effortless Customer Experiences

The CCMA has been tracking how the contact centre is evolving during times of real change. Download the fourth part.

Part 4 | The Evolution of the Contact Centre

The CCMA has been tracking how the contact centre is evolving during times of real change. Download the fourth part.

In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.

Customer Contact Focus for Mid-Sized Businesses

In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.

The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.

Voice of the Contact Centre Consumer 2021

The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.

Download the report for more vital evidence to support your decisions on the future of your operating model.

Are we ready for the hybrid future?

Download the report for more vital evidence to support your decisions on the future of your operating model.

Download the report to explore how contact centres are managing through this tumultuous period.

Leading contact centre teams through change

Download the report to explore how contact centres are managing through this tumultuous period.

A three part in-depth study into a sector in transformation

Evolution of the Contact Centre

A three part in-depth study into a sector in transformation

Research into consumers’ attitudes towards chatbots reveals trust gap.

Are Chatbots Ready for Prime Time?

Research into consumers’ attitudes towards chatbots reveals trust gap.

Download part 3 of the research

Part 3 | The Evolution of the Contact Centre

Download part 3 of the research

Five critical questions for the contact centre industry as we look ahead to 2021

Part 2 | The Evolution of the Contact Centre

Five critical questions for the contact centre industry as we look ahead to 2021

Landmark study into the growing need for omni-channel contact strategies.

Customer Interactions in a Post-COVID World

Landmark study into the growing need for omni-channel contact strategies.

Results of our survey with the Department of Business, Energy and Industrial Strategy

CCMA research reveals the extent of change in the contact centre industry

Results of our survey with the Department of Business, Energy and Industrial Strategy

Six trends that are transforming the contact centre industry

Part 1 | The Evolution of the Contact Centre

Six trends that are transforming the contact centre industry