Resources - CCMA

You are here:

Home
Resources

Resources

Here you will find a rich source of information about the contact centre industry – from original research papers and guides to articles and white papers from both the CCMA and our partners. If you’re looking for an industry supplier you’ll also find the CCMA Supplier Directory here.

How can you improve sales and optimise customer retention within the contact centre to maximise customer lifetime value?

Good Practice Guide: Driving Effective Sales and Retention Programmes

How can you improve sales and optimise customer retention within the contact centre to maximise customer lifetime value?

Download our research to to explore data and analytics in action on the front line, showing how both employees and customers can benefit.

Bringing the Power of Data and Analytics to the Front Line

Download our research to to explore data and analytics in action on the front line, showing how both employees and customers can benefit.

Explore how you can navigate AI in the contact centre and where the greatest potential resides. Download the research now.

Navigating the AI Seascape

Explore how you can navigate AI in the contact centre and where the greatest potential resides. Download the research now.

Leigh Hopwood chats to Marco Ndrecaj, Director of Customer Experience Management Services at SSCL, about Marco's career so far.

CareerTalk with Marco Ndrecaj

Leigh Hopwood chats to Marco Ndrecaj, Director of Customer Experience Management Services at SSCL, about Marco’s career so far.

Leigh Hopwood chats to Alfred Rodway, General Manager for Global Sales, Service and Litigation at Air France-KLM, about Alf's career so far.

CareerTalk with Alf Rodway

Leigh Hopwood chats to Alfred Rodway, General Manager for Global Sales, Service and Litigation at Air France-KLM, about Alf’s career so far.

Download our latest research to explore in more detail how consumer confidence and expectations of customer contact have evolved.

Voice of the Contact Centre Consumer 2024

Download our latest research to explore in more detail how consumer confidence and expectations of customer contact have evolved.

Leigh Hopwood chats to Alessandro Storer, Head of Inclusion and Belonging at OVO, about Alessandro's career so far.

CareerTalk with Alessandro Storer

Leigh Hopwood chats to Alessandro Storer, Head of Inclusion and Belonging at OVO, about Alessandro’s career so far.

Download our latest research to explore in more detail how consumer confidence and expectations of customer contact have evolved.

Implications of Changing Consumer Confidence on Customer Contact

Download our latest research to explore in more detail how consumer confidence and expectations of customer contact have evolved.

Download the UK Contact Centre Outsourcing Report 2024 and dive into the UK contact centre outsourcing landscape.

The UK Contact Centre Outsourcing Report 2024

Download the UK Contact Centre Outsourcing Report 2024 and dive into the UK contact centre outsourcing landscape.

Leigh Hopwood chats to Amanda McCormack, Head of Risk and Innovation at AIB Ireland, about Amanda's career so far.

CareerTalk with Amanda McCormack

Leigh Hopwood chats to Amanda McCormack, Head of Risk and Innovation at AIB Ireland, about Amanda’s career so far.

Leigh Hopwood chats to John Devlin, Co-Founder and CEO at Ascensos, about John's career so far.

CareerTalk with John Devlin

Leigh Hopwood chats to John Devlin, Co-Founder and CEO at Ascensos, about John’s career so far.

Leigh Hopwood chats to Paul Manley, Vice President of Customer Service at DHL Express, about Paul's career so far.

CareerTalk with Paul Manley

Leigh Hopwood chats to Paul Manley, Vice President of Customer Service at DHL Express, about Paul’s career so far.

Download the Research: Using Contact Centre Insights to Elevate Customer and Colleague Experience and find out how you can turn these insights into action.

Using Contact Centre Insights to Elevate CX and EX

Download the Research: Using Contact Centre Insights to Elevate Customer and Colleague Experience and find out how you can turn these insights into action.

Leigh Hopwood chats to Tobias Homolka, Head of Audit and Customer Care at Lidl GB, about Tobias' career so far.

CareerTalk with Tobias Homolka

Leigh Hopwood chats to Tobias Homolka, Head of Audit and Customer Care at Lidl GB, about Tobias’ career so far.

Leigh Hopwood chats to Kim Canning, Senior Operations Manager at Ascensos, about Kim's career so far.

CareerTalk with Kim Canning

Leigh Hopwood chats to Kim Canning, Senior Operations Manager at Ascensos, about Kim’s career so far.

Leigh Hopwood chats to Emma Dark, Customer Experience Director at Cuckoo, about Emma's career so far.

CareerTalk with Emma Dark

Leigh Hopwood chats to Emma Dark, Customer Experience Director at Cuckoo, about Emma’s career so far.

Leigh Hopwood chats to Chris Lee, Executive Director - Head of Service Operations at JPMorgan Chase, about Chris' career so far.

CareerTalk with Chris Lee

Leigh Hopwood chats to Chris Lee, Executive Director – Head of Service Operations at JPMorgan Chase, about Chris’ career so far.

Leigh Hopwood chats to Heather Orr, BT Business Contact Centre Manager at BT Group, about Heather's career so far.

CareerTalk with Heather Orr

Leigh Hopwood chats to Heather Orr, BT Business Contact Centre Manager at BT Group, about Heather’s career so far.

Leigh Hopwood chats to Victor Chambers, Contact Centre Specialist Team Manager at npower Business Solutions, about Victor's career so far.

CareerTalk with Victor Chambers

Leigh Hopwood chats to Victor Chambers, Contact Centre Specialist Team Manager at npower Business Solutions, about Victor’s career so far.

Download the Research: Balancing Fighting Fraud with Customer Experience to understand how fraud is evolving and what contact centres are doing to stay ahead of fraudsters.

Balancing Fighting Fraud with Customer Experience

Download the Research: Balancing Fighting Fraud with Customer Experience to understand how fraud is evolving and what contact centres are doing to stay ahead of fraudsters.

Download the Research: Unleashing frontline engagement and productivity. 74% frontline contact centre workers are happy in their jobs...

Unleashing Frontline Engagement and Productivity

Download the Research: Unleashing frontline engagement and productivity. 74% frontline contact centre workers are happy in their jobs…

Leigh Hopwood chats to Vince Scibetta, Customer Care Centre Manager at Diabetes UK, about Vince's career so far.

CareerTalk with Vince Scibetta

Leigh Hopwood chats to Vince Scibetta, Customer Care Centre Manager at Diabetes UK, about Vince’s career so far.

Leigh Hopwood chats to Simone Golden, Telesales and Retention Business Manager at Vodafone UK, about Simone's career so far.

CareerTalk with Simone Golden

Leigh Hopwood chats to Simone Golden, Telesales and Retention Business Manager at Vodafone UK, about Simone’s career so far.

Leigh Hopwood chats to Naveed Hussain, Operations Manager at Specsavers about Naveed's career so far.

CareerTalk with Naveed Hussain

Leigh Hopwood chats to Naveed Hussain, Operations Manager at Specsavers about Naveed’s career so far.

Leigh Hopwood chats to Sabina Onwuka, Head of Customer Services at London Borough of Barking and Dagenham, about Sabina's career so far.

CareerTalk with Sabina Onwuka

Leigh Hopwood chats to Sabina Onwuka, Head of Customer Services at London Borough of Barking and Dagenham, about Sabina’s career so far.

Download the Evolution of the Contact Centre - Summer 2023 report to discover how our industry is adapting to the pressures of socio-economic challenges today.

Evolution of the Contact Centre – Summer 2023

Download the Evolution of the Contact Centre – Summer 2023 report to discover how our industry is adapting to the pressures of socio-economic challenges today.

Leigh Hopwood chats to Paul Whymark, Chief Operating Officer at Sensée, about Paul's career so far.

CareerTalk with Paul Whymark

Leigh Hopwood chats to Paul Whymark, Chief Operating Officer at Sensée, about Paul’s career so far.

48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?

Implications of the Rising Cost of Living on Customer Contact

48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?

Leigh Hopwood chats to Helen Wilson, Chief Operating Officer at Atom Bank, about Helen's career so far.

CareerTalk with Helen Wilson

Leigh Hopwood chats to Helen Wilson, Chief Operating Officer at Atom Bank, about Helen’s career so far.

Download our latest research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.

Voice of the Contact Centre Consumer

Download our latest research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.

Download the UK Contact Centre Outsourcing Report for insights about the UK contact centre outsourcing industry and considerations for outsourcing.

The UK Contact Centre Outsourcing Report

Download the UK Contact Centre Outsourcing Report for insights about the UK contact centre outsourcing industry and considerations for outsourcing.

Leigh Hopwood chats to Dan Britton, Associate Director of Operations at NHS Business Authority Services, about Dan's career so far.

CareerTalk with Dan Britton

Leigh Hopwood chats to Dan Britton, Associate Director of Operations at NHS Business Authority Services, about Dan’s career so far.

Download the 2023 UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

The UK Contact Centre Salary and Skills Guide 2023

Download the 2023 UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

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 chats to Ray Biggs, Head of Consumer Care at John Lewis Partnership, about Ray's career so far.

CareerTalk with Ray Biggs

Leigh Hopwood chats to Ray Biggs, Head of Consumer Care at John Lewis Partnership, about Ray’s career so far.

Leigh Hopwood chats to Carrie Parker, Global Head of Continuous Improvement at Freshfields Bruckhaus Deringer, about Carrie's career so far.

CareerTalk with Carrie Parker

Leigh Hopwood chats to Carrie Parker, Global Head of Continuous Improvement at Freshfields Bruckhaus Deringer, about Carrie’s career so far.

Leigh Hopwood chats to Phil O'Shiel, Group Account Lead at The Phoenix Group, about Phil's career so far.

CareerTalk with Phil O’Shiel

Leigh Hopwood chats to Phil O’Shiel, Group Account Lead at The Phoenix Group, about Phil’s career so far.

Leigh Hopwood chats to Andy Cook, Head of Customer & Colleague Experience at AXA Health, about Andy’s career so far.

CareerTalk with Andy Cook

Leigh Hopwood chats to Andy Cook, Head of Customer & Colleague Experience at AXA Health, about Andy’s career so far.

Download the Good Practice Guide

Good Practice Guide: How Quality Assurance is key to unlocking advisor engagement improvements

Download the Good Practice Guide

Leigh Hopwood chats to Kelly Shippen, Head of Contact Centre at Leeds Building Society, about Kelly’s career so far.

CareerTalk with Kelly Shippen

Leigh Hopwood chats to Kelly Shippen, Head of Contact Centre at Leeds Building Society, about Kelly’s career so far.

Download the report to find out our 8 discoveries into colleague wellbeing in contact centres.

Contact Centre Colleague Wellbeing Study

Download the report to find out our 8 discoveries into colleague wellbeing in contact centres.

Leigh Hopwood chats to Babadele Adeola, Client Services & Development Director at Comdata UK, about Babadele’s career so far.

CareerTalk with Babadele Adeola

Leigh Hopwood chats to Babadele Adeola, Client Services & Development Director at Comdata UK, about Babadele’s career so far.

Leigh Hopwood chats to Michael Sherwood, Head of Digital Experiences at Atom Bank, about Michael's career so far.

CareerTalk with Michael Sherwood

Leigh Hopwood chats to Michael Sherwood, Head of Digital Experiences at Atom Bank, about Michael’s career so far.

Download the Good Practice Guide

Good Practice Guide: Embracing Transformation in the Contact Centre

Download the Good Practice Guide

Access an online benchmarking tool that assesses contact centre performance against 20 core metrics.

CCMA Benchmark

Access an online benchmarking tool that assesses contact centre performance against 20 core metrics.

Leigh chats to Sarah Williams, Head of Customer Experience and Digital at Westminster City Council, about Sarah’s career so far.

CareerTalk with Sarah Williams

Leigh chats to Sarah Williams, Head of Customer Experience and Digital at Westminster City Council, about Sarah’s career so far.

Leigh chats to Adam Gould, the Head of Customer Service and Engagement at Castles & Coasts Housing Association to talk about his career so far.

CareerTalk with Adam Gould

Leigh chats to Adam Gould, the Head of Customer Service and Engagement at Castles & Coasts Housing Association to talk about his career so far.

Download the Good Practice Guide

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

Download the Good Practice Guide

Leigh chats to Lisa Range, Head of Telephony Sales Acquisition at Barclaycard about Lisa's career so far.

CareerTalk with Lisa Range

Leigh chats to Lisa Range, Head of Telephony Sales Acquisition at Barclaycard about Lisa’s career so far.

Download our latest report to discover the 10 considerations for multilingual CX and contact centre operations

CX and operational fluency for multilingual contact centres

Download our latest report to discover the 10 considerations for multilingual CX and contact centre operations

Leigh chats to Iain Banks, CEO at Ventrica about Iain's career so far.

CareerTalk with Iain Banks

Leigh chats to Iain Banks, CEO at Ventrica about Iain’s career so far.

Leigh chats to Helen Wilson, Global Chief Experience Officer at Ipsos and Chair of the Judges on the ECCCSAs about Helen's career so far.

CareerTalk with Helen Wilson

Leigh chats to Helen Wilson, Global Chief Experience Officer at Ipsos and Chair of the Judges on the ECCCSAs about Helen’s career so far.

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

Leigh chats to Kristian Websdale, from BT who won Training/Coaching Manager of the Year at the UKNCCA 2021 about Kristian's career so far.

CareerTalk with Kristian Websdale

Leigh chats to Kristian Websdale, from BT who won Training/Coaching Manager of the Year at the UKNCCA 2021 about Kristian’s career so far.

Leigh chats to Martin Teasdale, Senior Director of Quality Experience at BPA Quality about Martin's career so far.

CareerTalk with Martin Teasdale

Leigh chats to Martin Teasdale, Senior Director of Quality Experience at BPA Quality about Martin’s career so far.

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?

Download the Good Practice Guide

Good Practice Guide: How to successfully deliver multilingual customer support

Download the Good Practice Guide

Leigh chats to Rula Samara-Sellers, Head of Contact Centre & Customer Care at Novuna about Rula's career so far.

CareerTalk with Rula Samara-Sellers

Leigh chats to Rula Samara-Sellers, Head of Contact Centre & Customer Care at Novuna about Rula’s career so far.

Leigh chats to Tracy Kellaway, Executive Director of Global Consumer Care Operations at The Estée Lauder Companies Inc. about her career

CareerTalk with Tracy Kellaway

Leigh chats to Tracy Kellaway, Executive Director of Global Consumer Care Operations at The Estée Lauder Companies Inc. about her career

Leigh Hopwood chats to Jonathan Cowie, COO at Vivid Housing about Jonathan’s career path.

CareerTalk with Jonathan Cowie

Leigh Hopwood chats to Jonathan Cowie, COO at Vivid Housing about Jonathan’s career path.

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

Voice of the Contact Centre Consumer 2022

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

Kate Law chats to Laura Farrell, Engagement Manager, CCMA about her career path that led to Laura joining the CCMA

CareerTalk with Laura Farrell

Kate Law chats to Laura Farrell, Engagement Manager, CCMA about her career path that led to Laura joining the CCMA

Download the new UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

The UK Contact Centre Salary and Skills Guide

Download the new UK Contact Centre Salary and Skills Guide to help you better understand the most popular roles, what they pay in different regions in the UK and much more.

Leigh Hopwood chats to Steven Lee, Director of Consumer and Shopper Engagement EMEA, LEGO Group, about his career path and what’s important to him.

CareerTalk with Steven Lee

Leigh Hopwood chats to Steven Lee, Director of Consumer and Shopper Engagement EMEA, LEGO Group, about his career path and what’s important to him.

Kate Law chats to James Revell, Director of International Contact Centres at Air France - KLM, about his career within the contact centre industry.

CareerTalk with James Revell

Kate Law chats to James Revell, Director of International Contact Centres at Air France – KLM, about his career within the contact centre industry.

Download the Solving the Authentication Puzzle report to discover the five discoveries for solving the authentication puzzle.

Solving the Authentication Puzzle

Download the Solving the Authentication Puzzle report to discover the five discoveries for solving the authentication puzzle.

Leigh Hopwood chats to Nerys Corfield, Contact Centre Consultant, about her long standing career within the contact centre industry.

CareerTalk with Nerys Corfield

Leigh Hopwood chats to Nerys Corfield, Contact Centre Consultant, about her long standing career within the contact centre industry.

Kate Law chats to Ray McDiarmid, Chief Commercial Officer at Sitel Group all about Ray’s career.

CareerTalk with Ray McDiarmid

Kate Law chats to Ray McDiarmid, Chief Commercial Officer at Sitel Group all about Ray’s career.

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

Leigh Hopwood chats to Pam Kallay, Vice President - Global Contact Centre Management at MasterCard all about Pam's career.

CareerTalk with Pam Kallay

Leigh Hopwood chats to Pam Kallay, Vice President – Global Contact Centre Management at MasterCard all about Pam’s career.

Download Part 5 | The Evolution of the Contact Centre report to discover the five themes that will drive contact centre strategy in 2022 (and beyond)

Part 5 | Evolution of the Contact Centre

Download Part 5 | The Evolution of the Contact Centre report to discover the five themes that will drive contact centre strategy in 2022 (and beyond)

Download the Good Practice Guide

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

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: A Good Practice Guide to Contact Centre Outsourcing

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: How Remote Collaboration can help Attrition

Download the Good Practice Guide

In this research we explore Supporting Vulnerable Customers in the Contact Centre

Supporting Vulnerable Customers in the Contact Centre

In this research we explore Supporting Vulnerable Customers in the Contact Centre

Download the findings from this ground-breaking research initiative

Enabling contact centre advisors in 2022 and beyond

Download the findings from this ground-breaking research initiative

In this research we explore Effortless Customer Experiences

In Search of Effortless Customer Experiences

In this research we explore Effortless Customer Experiences

The CCMA has been tracking how the contact centre is evolving during times of real change. Download the fourth part.

Part 4 | The Evolution of the Contact Centre

The CCMA has been tracking how the contact centre is evolving during times of real change. Download the fourth part.

In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.

Customer Contact Focus for Mid-Sized Businesses

In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.

Download the Good Practice Guide

Good Practice Guide: How a digital workspace can be a customer experience differentiator

Download the Good Practice Guide

The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.

Voice of the Contact Centre Consumer 2021

The inaugural edition of CCMA’s annual research, the definitive source of consumer understanding for our industry.

Download the Good Practice Guide

Good Practice Guide: How to get the most out of AI in the contact centre

Download the Good Practice Guide

Download the report for more vital evidence to support your decisions on the future of your operating model.

Are we ready for the hybrid future?

Download the report for more vital evidence to support your decisions on the future of your operating model.

Download the Good Practice Guide

Good Practice Guide: Effective workflow for a multi-channel CX strategy

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: ROI of Customer Engagement

Download the Good Practice Guide

Download the report to explore how contact centres are managing through this tumultuous period.

Leading contact centre teams through change

Download the report to explore how contact centres are managing through this tumultuous period.

A three part in-depth study into a sector in transformation

Evolution of the Contact Centre

A three part in-depth study into a sector in transformation

Download the Good Practice Guide

Good Practice Guide: Using analytics to support hybrid workforce coaching

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: How to empower advisors with analytics

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: Elevating and Integrating the Contact Centre

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: Moving your contact centre to the cloud

Download the Good Practice Guide

Download the Good Practice Guide

Good Practice Guide: Helping you make the most of homeworking

Download the Good Practice Guide

Research into consumers’ attitudes towards chatbots reveals trust gap.

Are Chatbots Ready for Prime Time?

Research into consumers’ attitudes towards chatbots reveals trust gap.

Download part 3 of the research

Part 3 | The Evolution of the Contact Centre

Download part 3 of the research

Five critical questions for the contact centre industry as we look ahead to 2021

Part 2 | The Evolution of the Contact Centre

Five critical questions for the contact centre industry as we look ahead to 2021

Landmark study into the growing need for omni-channel contact strategies.

Customer Interactions in a Post-COVID World

Landmark study into the growing need for omni-channel contact strategies.

Download the Good Practice Guide

Good Practice Guide: How to drive value up and costs down in the contact centre

Download the Good Practice Guide

Results of our survey with the Department of Business, Energy and Industrial Strategy

CCMA research reveals the extent of change in the contact centre industry

Results of our survey with the Department of Business, Energy and Industrial Strategy

Six trends that are transforming the contact centre industry

Part 1 | The Evolution of the Contact Centre

Six trends that are transforming the contact centre industry