What do you need to support your contact centre colleagues and your customers? We’ve been conducting interviews and focus groups with contact centre management to find out – and the answers have been surprising.

Contact centres have changed a lot in the last 12 months. Some say the industry has leapt forward. But change is not easy and there are barriers to overcome. With the support of RingCentral, we interviewed contact centre managers to find out what the barriers to change are and how a contact centre can overcome them.

The findings are eye-opening and will help contact centre leaders better understand what is happening on the ground and will give you insights to help you deliver your change programmes.

Stephen Yap, our Research Director, will lead the conversation and cover themes including:

  •  Impact of more complex customer queries
  • The nature of relationships in a remote working model
  • The importance of communication during uncertainty and sensitivity
  • The problem with legacy thinking, processes and technology
  • Culture in the contact centre

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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Thu 25 Mar 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Heads of Contact Centres. Directors responsible for contact centres and those with strategic responsibility for contact centres.

Why should you go?

Hear the latest research from contact centre colleagues on the challenges of implementing change in the contact centre

How much is it?

Free to attend

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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