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Insight: Technology

We regularly publish articles, white papers, and podcasts from both our internal team and our industry partners. Read the latest thought leadership pieces below relating to technology.

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Explore the main insights and perspectives shared during CCMA's online seminar: The Journey to Automation in QA.

7 Key Learnings to Inform Your QA Automation Strategy

Explore the main insights and perspectives shared during CCMA’s online seminar: The Journey to Automation in QA.

AI readiness: Lessons from the CCMA Tech Summit

AI readiness: Lessons from the CCMA Tech Summit

AI readiness: Lessons from the CCMA Tech Summit

Routing has transformed from a simple route to a sophisticated data delivery system.

Routing: From ACD to AI, the Timeless Quest for the Best-Suited Advisor

Routing has transformed from a simple route to a sophisticated data delivery system.

The big question is how do you migrate from manual quality monitoring to full AI-powered quality management? Watch the online seminar now to uncover the question.

Watch: The Journey to Automation in QA

The big question is how do you migrate from manual quality monitoring to full AI-powered quality management? Watch the online seminar now to uncover the question.

The contact centre is often maligned, yet remains invaluable to businesses in today's digital, omnichannel world.

Heard, Valued and Trusted: the Key to Contact Centre Excellence

The contact centre is often maligned, yet remains invaluable to businesses in today’s digital, omnichannel world.

Watch the online seminar as Leigh Hopwood, CEO at CCMA, hosts an interactive session with industry leaders at the forefront in the battle for self-serve journeys.

Watch: Putting Self-Service in the Spotlight

Watch the online seminar as Leigh Hopwood, CEO at CCMA, hosts an interactive session with industry leaders at the forefront in the battle for self-serve journeys.

Discover the changing consumer behaviour and the impact it is having on the industry you can download the report now.

Consumer Approval of CX-Focused Automated Frontline Now Unstoppable, Says New Research

Discover the changing consumer behaviour and the impact it is having on the industry you can download the report now.

To find out more about the changing attitudes of the frontline in the customer service sector, download the Agent Experience (AX) Benchmark Report 2024.

The Frontline Prioritise Technology Over Salary in Global Survey

To find out more about the changing attitudes of the frontline in the customer service sector, download the Agent Experience (AX) Benchmark Report 2024.

Discover where the greatest potential in AI lies in your contact centre. Catch up on our CCMA Online Seminar: Navigating the AI Seascape.

Watch: Navigating the AI Seascape

Discover where the greatest potential in AI lies in your contact centre. Catch up on our CCMA Online Seminar: Navigating the AI Seascape.

Gain a solid grasp of what makes gamification effective and how to implement a successful, sustainable programme that delivers long-term results. Download the guide now.

The 2024 Guide to Gamification

Gain a solid grasp of what makes gamification effective and how to implement a successful, sustainable programme that delivers long-term results. Download the guide now.

What does the consumer really think about the contact centre and the service they receive? Catch up in our online seminar as we launch the Voice of the Contact Centre Consumer research.

Watch: Voice of the Contact Centre Consumer 2024

What does the consumer really think about the contact centre and the service they receive? Catch up in our online seminar as we launch the Voice of the Contact Centre Consumer research.

Leigh Hopwood chats to James Marscheider, Chief Commercial Officer at evaluagent, about how Quality has evolved and how technology is impacting it.

LinkedIn Live with James Marscheider, evaluagent

Leigh Hopwood chats to James Marscheider, Chief Commercial Officer at evaluagent, about how Quality has evolved and how technology is impacting it.

Are you just getting started on Knowledge-Centred Service (KCS®) or do you need to explain it to others in your organisation?

9 Steps to Implement & Sustain KCS for Growth

Are you just getting started on Knowledge-Centred Service (KCS®) or do you need to explain it to others in your organisation?

In our rapidly digitising world, contact centres form a critical interface between companies and customers. Recognising this dynamic, the CCMA recently

Seminar Q&A: Complex Conversations in Contact Centres

In our rapidly digitising world, contact centres form a critical interface between companies and customers. Recognising this dynamic, the CCMA recently

Any organisation looking to deliver great CX at a reasonable price will have to leverage both technology and data.

Unveiling the Magic of Data: Revolutionising Contact Centre Customer Experience

Any organisation looking to deliver great CX at a reasonable price will have to leverage both technology and data.

Explore the role of AI in the planning process. Download the eBook now.

Empowering Workforce Management with AI Technology

Explore the role of AI in the planning process. Download the eBook now.

Assess you contact centre's AI maturity before moving on to the next stage.

Contact Centre AI Maturity Assessment

Assess you contact centre’s AI maturity before moving on to the next stage.

Watch our CCMA Online Seminar where we explored how NewDay is approaching their digital-first strategy and supporting their frontline.

Watch: Preparing the Frontline for Complex Conversations

Watch our CCMA Online Seminar where we explored how NewDay is approaching their digital-first strategy and supporting their frontline.

To navigate the different contact centre AI technology, download the AI Guide for Contact Centres eBook.

AI Guide for Contact Centres

To navigate the different contact centre AI technology, download the AI Guide for Contact Centres eBook.

Download the Contact Centre Agent Experience (AX) Benchmark Report to gain insights into the positive impact of AI on the frontline.

Contact Centre Agent Experience (AX) Benchmark Report 2023

Download the Contact Centre Agent Experience (AX) Benchmark Report to gain insights into the positive impact of AI on the frontline.

Paul Milloy, Business Consultant at Intradiem explores the top AI-enabled automation trends businesses should be aware of.

Top Five AI-enabled Automation Trends to Watch

Paul Milloy, Business Consultant at Intradiem explores the top AI-enabled automation trends businesses should be aware of.

Download the free eBook which provides practical tips on how to deliver excellent customer experience.

The Practical Guide to Optimising CX in your Contact Centre

Download the free eBook which provides practical tips on how to deliver excellent customer experience.

What might CX Technology look like in the next 10 years? From AI to nanotechnology to robots; read more to find out.

What CX Technology Might Look Like in 10 Years

What might CX Technology look like in the next 10 years? From AI to nanotechnology to robots; read more to find out.

View the full poll results from the CCMA Online Seminar: Strategies for Dealing with Complex Contact Centre Operations.

Poll Results In: Strategies for Dealing with Complex Contact Centre Operations

View the full poll results from the CCMA Online Seminar: Strategies for Dealing with Complex Contact Centre Operations.

Contact centres are at the forefront of remote-based work and Artificial Intelligence - modernisations that are here to

State of the Contact Centre 2023: The Agent of the Future

Contact centres are at the forefront of remote-based work and Artificial Intelligence – modernisations that are here to

Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

AI: The Real Picture: Your Questions Answered

Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

Watch our CCMA Online Seminar: AI: The Real Picture, as we share some of the insights so far from our AI in the Contact Centre Roadshow that we're conducting across the UK.

Watch: AI: The Real Picture

Watch our CCMA Online Seminar: AI: The Real Picture, as we share some of the insights so far from our AI in the Contact Centre Roadshow that we’re conducting across the UK.

Artificial Intelligence (AI) is set to make remarkable advancements in the world of work. For contact centres, it promises everything from improved employee engagement to better customer

From AI Theory to Practice: Insights from Customer Service

Artificial Intelligence (AI) is set to make remarkable advancements in the world of work. For contact centres, it promises everything from improved employee engagement to better customer

The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work. That’s what hybrid work was supposed to be.

Rethinking Hybrid Work: Why we need an Individualised Approach for the Long Run

The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work. That’s what hybrid work was supposed to be.

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 a preference based on something. We might not be able to articulate

The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.

What a Conference! UK National Contact Centre Conference 2023

The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.

The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.

UK National Contact Centre Conference 2023 – Highlights Video

The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.

How often do you actually phone a call centre these days? Maybe not as often as you once did because you can now access information on app and websites, and many organisations are proactively contacting you with alerts...

The Changing Role of the Contact Centre Frontline

How often do you actually phone a call centre these days? Maybe not as often as you once did because you can now access information on app and websites, and many organisations are proactively contacting you with alerts…

Revealing the CX industry's insights into how today's organisations gather and utilise customer data to effectively overcome challenges, maximize opportunities for better experiences, and drive improved business outcomes across the enterprise.

CX Landscape Report 2023

Revealing the CX industry’s insights into how today’s organisations gather and utilise customer data to effectively overcome challenges, maximize opportunities for better experiences, and drive improved business outcomes across the enterprise.

Super Agents at Contact Centres

Super Agents Assemble: The Evolution of Modern Agents

As the main point of contact for brands, contact centres and their agents are pivotal to providing customers with the experience they expect and for making a mark on brand reputation that can impact long-term success.

Outsourcing contact centres

Outsourcing Checklist: 50 Things to do when choosing a Contact Centre Outsourcing Partner

Deciding to outsource something as critical as your interactions with customers is no easy task. The Customer Experience (CX) you deliver is utterly central to…

Forrester has published its ranking of 11 software solution providers in the conversation intelligence space for customer service.

The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023

Forrester has published its ranking of 11 software solution providers in the conversation intelligence space for customer service.

Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.

The Changing Face of CX in the Contact Centre

Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.

A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.

Revolutionising Customer Service Capacity Planning with Advanced Technologies

A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.

Advanced technology can improve productivity in organisations but they cannot replace the human workforce.

How ChatGPT Will Transform Customer Service

Advanced technology can improve productivity in organisations but they cannot replace the human workforce.

Watch our CCMA Online Seminar: The Impact of ChatGPT on the Contact Centre

Watch: The Impact of ChatGPT on the Contact Centre

Watch our CCMA Online Seminar: The Impact of ChatGPT on the Contact Centre

Watch our CCMA Online Seminar: Navigating the Technology Seascape

Watch: Navigating the Technology Seascape

Watch our CCMA Online Seminar: Navigating the Technology Seascape

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.

Leigh Hopwood, talks to Spencer Brooks from The Knowledge Group, about how the UK contact centre outsourcing industry is evolving.

LinkedIn Live: Exploring the UK Contact Centre Outsourcing Industry

Leigh Hopwood, talks to Spencer Brooks from The Knowledge Group, about how the UK contact centre outsourcing industry is evolving.

Develop a full contact strategy that optimises live assistance, self-service and proactive customer service

White Paper: Beyond Digital First – Making Your Overall Contact Strategy Work

Develop a full contact strategy that optimises live assistance, self-service and proactive customer service

Advanced technology can improve productivity in organisations but they cannot replace the human workforce.

Data, AI and Automation Will Never Replace Humans. Fact.

Advanced technology can improve productivity in organisations but they cannot replace the human workforce.

Download the report based on surveys with UK organisations and interviews with UK consumers

2023 UK Contact Centre Decision-Makers’ Guide

Download the report based on surveys with UK organisations and interviews with UK consumers

Watch our online seminar to find out how Process Automation can impact colleagues and customers.

Watch: Process Automation for Efficient Contact Centre CX

Watch our online seminar to find out how Process Automation can impact colleagues and customers.

What will the next 12 months hold for automation technology in the contact centre?

Top Intelligent Automation Trends to Watch in 2023

What will the next 12 months hold for automation technology in the contact centre?

Focusing on customer and employee experience will pay dividends in this current crisis and well into the future.

3 Ways Financial Institutions Should be Improving CX in Challenging Times

Focusing on customer and employee experience will pay dividends in this current crisis and well into the future.

Download the Good Practice Guide

Good Practice Guide: Embracing Transformation in the Contact Centre

Download the Good Practice Guide

Watch our online seminar for our Mega Roundtable: How to transform your CX

Watch: Mega Roundtable: How to transform your CX

Watch our online seminar for our Mega Roundtable: How to transform your CX

Explore how consumer preference is reverting away from self-serve and back to assisted channels for more complex queries.

Why we’re going back to assisted channels

Explore how consumer preference is reverting away from self-serve and back to assisted channels for more complex queries.

IRIS recently surveyed 1,000 people about their customer service calling habits, and the results were unmistakable. Find out more.

Your customers can’t hear you. That’s probably not good.

IRIS recently surveyed 1,000 people about their customer service calling habits, and the results were unmistakable. Find out more.

Leigh discusses Bereavement CX with Louise Downing, Vulnerable Customer Specialist at Virgin Media O2 and Elaine Lee, Managing Director at ReynoldsBusbyLee Ltd

Bereavement CX

Leigh discusses Bereavement CX with Louise Downing, Vulnerable Customer Specialist at Virgin Media O2 and Elaine Lee, Managing Director at ReynoldsBusbyLee Ltd

Watch our online seminar where we explore what a digital advisor experience looks like and the critical success factors in adopting it.

Watch: Getting the Digital Advisor Experience Right

Watch our online seminar where we explore what a digital advisor experience looks like and the critical success factors in adopting it.

3 key takeaways from IRIS Audio’s ‘The impact of background noise in contact centres’ report

The impact of background noise in contact centres

3 key takeaways from IRIS Audio’s ‘The impact of background noise in contact centres’ report

Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

The impact of the physical environment on your advisors: Your questions answered

Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.

Watch our online seminar where we explore how the use of AI can provide true customer experience improvements, whilst reducing costs and delivering a strong ROI.

Watch: Using AI to Improve CX Whilst Reducing Costs

Watch our online seminar where we explore how the use of AI can provide true customer experience improvements, whilst reducing costs and delivering a strong ROI.

Download the Good Practice Guide

Good Practice Guide: How to create a culture for innovation in your contact centre

Download the Good Practice Guide

Watch our online seminar where ask the question, are you ready to support your colleagues through the Winter of 2022?

Watch: Are you ready to support your colleagues through the Winter of 2022?

Watch our online seminar where ask the question, are you ready to support your colleagues through the Winter of 2022?

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?

Leigh Hopwood, chats with Jeanette Hunter as a contact centre specialist at Jabra, about her views on what’s happening in our world in 2022.

LinkedIn Live with Jeanette Hunter, Jabra

Leigh Hopwood, chats with Jeanette Hunter as a contact centre specialist at Jabra, about her views on what’s happening in our world in 2022.

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

Watch our online seminar where we debate what the most effective ways are to increase efficiency in your operation.

Watch the Debate: Effective ways to increase contact centre efficiency

Watch our online seminar where we debate what the most effective ways are to increase efficiency in your operation.

Download the Good Practice Guide

Good Practice Guide: How intelligent automation can increase contact centre efficiency

Download the Good Practice Guide

Download for a clear three-stage process that will make it as simple as possible for you to choose the best speech analytics software for your particular needs.

How to select speech analytics software

Download for a clear three-stage process that will make it as simple as possible for you to choose the best speech analytics software for your particular needs.

Access to the recording of the online seminar.

What is a best practice approach to compliance and security in a hybrid operating model?

Access to the recording of the online seminar.

State of the Contact Centre 2021: Cloud is here. What's next?

State of the Contact Centre 2021

State of the Contact Centre 2021: Cloud is here. What’s next?

Watch the recording of the recent debate, and pick your side

The Great Debate: Voice v Digital

Watch the recording of the recent debate, and pick your side

Research into consumers’ attitudes towards chatbots reveals trust gap.

Are Chatbots Ready for Prime Time?

Research into consumers’ attitudes towards chatbots reveals trust gap.

Martin Hill Wilson explores what technology we should begin to explore

Martin Hill Wilson predicts the future in 90 seconds

Martin Hill Wilson explores what technology we should begin to explore

Watch this 'Ask the Experts' online event

Watch: Using AI to analyse customer conversations for insight

Watch this ‘Ask the Experts’ online event

Best practice to mitigate the data compliance risk of AI

ICO launches guidance on AI and data protection

Best practice to mitigate the data compliance risk of AI

Homeworking technology tips from Poly.

People, spaces and technology: enabling success in the virtual contact centre

Homeworking technology tips from Poly.

Register for the Virtual Ceremony

The UK National Contact Centre Awards 2020 are coming to you!

Register for the Virtual Ceremony

The industry-leading report on call centre fraud from the experts in call-audio analysis and phone fraud detection.

Pindrop 2019 Voice Intelligence Report

The industry-leading report on call centre fraud from the experts in call-audio analysis and phone fraud detection.

Advice on managing payments with homeworking teams

PCI Compliance when homeworking

Advice on managing payments with homeworking teams

An award-winning contact centre homeworking operation

CCMA Podcast: Learn from Air France’s experienced homeworking operation

An award-winning contact centre homeworking operation

6 rules of social media crisis management

Dealing with a crisis over social media can make or break your brand

How to measure the success of your home-based contact centre

How to ensure CX thrives when advisors work from home

How to measure the success of your home-based contact centre

Information about the implications of homeworking

Data protection and coronavirus: what you need to know

Information about the implications of homeworking

Exposure to fraud and data breaches can increase with home working teams, here's what to do

Managing fraud as it increases due to coronavirus

Exposure to fraud and data breaches can increase with home working teams, here’s what to do

Evidence shows that fraud increases when there is a crisis

CCMA Podcast: Managing fraud risks during the pandemic

Evidence shows that fraud increases when there is a crisis

New technologies such as Bots can revolutionise contact centre interactions, but also carry risks.

Leveraging Bot Technology in UK Customer Experience

New technologies such as Bots can revolutionise contact centre interactions, but also carry risks.

The Digital Customer Engagement Summit for customer contact professionals.

Digital Customer Engagement Summit

The Digital Customer Engagement Summit for customer contact professionals.

So what does best practice look like in a post peak voice world?

So what does best practice look like in a post peak voice world?

So what does best practice look like in a post peak voice world?

If leveraged effectively, the QA function can be a gold-mine of knowledge.

How Digital Transformation Is Reshaping Every Industry

If leveraged effectively, the QA function can be a gold-mine of knowledge.

The Virtual Assistant era is upon us - read Sabio's white paper on this fast-growing technology

Broadening customer access with the latest intelligent Virtual Assistant technologies

The Virtual Assistant era is upon us – read Sabio’s white paper on this fast-growing technology

The Observer looks at the future of the contact centre industry - with Ann-Marie Stagg

Rise of robots threatens to terminate the UK call-centre workforce – or does it?

The Observer looks at the future of the contact centre industry – with Ann-Marie Stagg

Understand what powers Ofcom has to take action against those who misuse electronic communications.

Ofcom: Persistent Misuse Policy

Understand what powers Ofcom has to take action against those who misuse electronic communications.