So much has changed over the last three years, from the pandemic and the war in Ukraine through to financial market disruption, supply chain issues, and the current cost-of-living crisis. During the pandemic particularly, contact centres had a vital role to play – leading to much greater visibility across the business. It was great to see CEOs visiting the contact centre and listening to customer calls. But have we been able to maintain our influence and credibility as other key functions and operations returned to normal?

Contact centre leaders from across the financial services sector gathered at the House of Lords to discuss this and to explore how the contact centre industry is continuing to demonstrate its value to the wider business.

Download the report to discover the positive changes the pandemic enabled and explore the ever-increasing importance of maintaining customer engagement and loyalty. Learn how leaders have discovered that the alignment of the values of the brand with customers and employees alike are so vital to their collective success. These positive changes in our industry landscape led to an exploration of initiatives for career development and championing talent across the business, ensuring that the value of the contact centre is not only well perceived by frontline colleagues but also by our senior leaders too.

To delve deeper into these topics and much more, download the report below:

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.

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