How Do You Compare with CCMA Benchmark?

How Does Your Contact Centre Stack Up? Discover the Insights That Matter Most

Want to know how your contact centre performance compares to others in the industry? The CCMA’s annual Benchmark programme tracks over 25 key performance indicators to help members understand where they stand—and where there’s room to grow.

Join us for an interactive online session as we delve into this year’s Benchmark results. Kate Law, CCMA’s Membership and Learning Director, will reveal the standout trends and shifts we’ve seen over the past 12 months, offering valuable context for your own performance data.

We’ll explore:

Key metrics across customer experience, colleague engagement, and operational performance

How performance trends have shifted over recent years

What these trends reveal about current challenges and opportunities

Expert insights from our guest panel on what 2026 might hold for the industry

Whether you’re looking to validate your strategy or uncover new opportunities for improvement, this session is not to be missed. Joining Kate are industry leaders, John Murphy, Head of Customer Excellence at NHS Shared Business Services and Claire Carroll, Head of Helpdesk at Hargreaves Landown.

About the Speaker

John Murphy, Head of Customer Excellence, NHS Shared Business Services

John Murphy is the Head of Customer Experience for NHS SBS. NHS SBS is a joint venture between Sopra Steria and the NHS to provide shared service efficiencies across F&A , HR, Payroll and Procurement Services

John is currently leading the development of a new customer experience platform based around Salesforce, Amazon Connect, Calabrio and Trickle which is being deployed in the Enterprise Contact Centre to provide all client functions with a single point of contact for service requests and cases.

Claire Carroll, Head of Helpdesk, Hargreaves Lansdown

Claire has 30 years of experience leading award-winning Contact Centre teams for some of the largest global brands. She is renowned for leveraging the voice of the customer to support organisations in developing business strategies that deliver tangible results. Whether she is working in Financial Services (Hargreaves Lansdown and JPMorgan Chase & Co), Retail and Funeralcare (Co-op), Telecoms (BT and Virgin Media), or Insurance (Homeserve), Claire’s ability to connect the dots from customer insights to bottom-line results is truly impressive. Claire specialises in operational efficiency, contact strategy, transformation, outsourcing, and service design. With a strong portfolio of awards from the most credible industry bodies, she consistently advocates for consumer rights and enhanced customer protections. Claire serves as an industry judge and speaker, aiming to raise standards across the Contact Centre sector. When Claire isn’t working she enjoys exploring the Devonshire and Somerset coastlines.

Where and when?

Date: Thu 19 Jun 2025

Time: 12:00 – 13:00

Location: Online

Who is it for?

Open to all.

Why should you go?

If you want to understand how your contact centre truly performs, this is the session to attend. You’ll gain exclusive insights from the CCMA’s latest Benchmark data, see how your KPIs compare across the industry, and hear expert perspectives on the trends shaping the future of customer operations.

How much is it?

Free to attend.