This latest report in our Leadership Series is packed with advice and insights from industry leaders discussing the changing role of the Team Leader. Including advice on how to help Team Leaders flourish, the report discusses how organisations are supporting their learning and their career paths.

Download now to explore how senior leaders in the Insurance sector are navigating these challenges to support their future leaders.

About the Leadership Series

The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.

Download the Leadership Series report - Why Insights are Key to Building your Strategic Value.

Financial Services: Why Insights are Key to Building your Strategic Value

Download the Leadership Series report – Why Insights are Key to Building your Strategic Value.

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With 80% of consumers researching online before buying, how are contact centres and in-store teams adapting to support these informed shoppers?

Retail: Bringing the Contact Centre and Instore Experience Together

With 80% of consumers researching online before buying, how are contact centres and in-store teams adapting to support these informed shoppers?

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According to research, six out of ten fraud incidents are related to contact centres in some way. How are contact centre leaders responding?

Financial Services: Tackling the Fraud Epidemic in Contact Centres

According to research, six out of ten fraud incidents are related to contact centres in some way. How are contact centre leaders responding?

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