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This section brings together a wealth of insight and expertise from across the contact centre industry. Here you'll find articles, guides, research papers, podcasts, and white papers created by the CCMA and our partners. Whether you are looking for practical advice, leadership inspiration or evidence-based analysis, use the search and filters below to discover the latest contact centre insights and industry research

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5 minute read
The Big Switch Off: Is Your Organisation Prepared?
A major change to UK telecoms that will have a significant effect on contact centres and their customers is now just 12 months away,
Operational Excellence
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10 minute read
Chef Works Opts for Pay-As-You-Go
Chef Works, a global leader in culinary and hospitality apparel, operates in regions including the UK, serving thousands of customers worldwide.
Operational Excellence Strategy and Leadership
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15 minute
Early Colleague Involvement – the Key to AI Success?
Organisations that involve their frontline colleagues early in AI implementation are the ones that have most frequently declared success.
Colleague Experience
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10 minute read
Achieving Frontline Excellence – Balancing Human and AI
How can you ensure you deliver effortless, emotionally intelligent customer experiences without losing the human touch?
Innovation
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15 minute read
Knowledge Management: Digging into the Detail
This Q+A tackles some of the most common Knowledge Management challenges, collated from recent CCMA events and from across our network.
Strategy and Leadership
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National Contact Centre Day – How Will You Be Celebrating?
By getting involved in the inaugural National Contact Centre Day on 4 March 2026, we hope to continue shining the spotlight on all the fantastic and innovative work being done in our industry.
Colleague Experience Strategy and Leadership
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10 minute read
Building a Diversity, Equity & Inclusion Strategy for a Law Firm
A worldwide law firm required help to create a recruitment policy to comply with DE&I law across multiple countries.
Colleague Experience Operational Excellence Strategy and Leadership
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37 minute listen
CareerTalk with Kirk Bradley, Operations Director, Bupa
Leigh talks to Kirk Bradley, Operations Director at Bupa and the Contact Centre Leader of the Year at the UKNCCA 2025.
Customer Experience
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46 minute listen
CareerTalk with James Wilson, Barclays Customer Care
For this episode of CareerTalk, we speak with James Wilson, Interim Head of Supplier Service Management at Barclays Customer Care.
Colleague Experience
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10 minute read
Does Contact Centre Fraud Need a Rethink?
Contact centre fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, using the contact centre as their entry point.
Operational Excellence
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40 minute listen
Communicating Change in Constantly Changing Organisations
In this episode of Informer, CCMA CEO Leigh Hopwood talks with Sally Pritchett, CEO of Something Big, about leading through transformation with empathy and purpose.
Innovation Operational Excellence
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30 minute read
Emotionally Connected Customer Experience
Leaders discussed how they’re strengthening emotional connections with customers during an era of rapid digital transformation.
Customer Experience
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38 minute listen
CareerTalk with Michael O’Brien, First Customer Contact
Mick O’Brien⁠ at ⁠First Customer Contact explains how his 30 year career in policing morphed into fighting contact centre fraud.
Operational Excellence
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60 minute read
Watch: Don’t Stop! Keep Your Technology Evolving
We invited experts in fraud and crime prevention to tell us more about how we can stop crime. Watch the online seminar.
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10 minute read
Future-Proofing Your Knowledge Management Strategy
This Good Practice Guide provides a roadmap for building resilient, people-centred knowledge management strategies.
Innovation
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3 minutes
Second Telecommunications Fraud Charter: What It Means for Contact Centres
The UK’s contact centre and telecommunications sectors have taken a major step forward in the fight against fraud.
Customer Experience Innovation Operational Excellence
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30 minute read
Insurance: Delighting the Customer at Every Touchpoint
Uncover what it truly means to delight customers in the insurance sector, built on complexity and compliance.
Customer Experience
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BPO Briefings: Insights From a Transformative Year
Over the past year, the CCMA has brought together leaders from across the UK’s BPO community to explore the realities of operating in an environment defined by change.
Innovation Operational Excellence Strategy and Leadership
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30 minute read
Contact Centre Technology Report 2025
The Contact Centre Technology Report is your essential guide to the evolving world of contact centre technology. Download Now.
Customer Experience Innovation Operational Excellence
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1 hour listen
CareerTalk with Rachel Hulme, Operational Support Manager, Liberata
Leigh speaks with Rachel Hulme, Operational Support Manager at Liberata about her varied career working for brands including Capita and Argos.
Operational Excellence
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30 minute read
Fraud and the Contact Centre: What Can You Trust?
This CCMA Leadership Report captures key insights from the autumn 2025 Leadership Forum, where senior leaders from across sectors came together to discuss fraud and the contact centre.
Customer Experience Operational Excellence
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5 minute watch
NewDays explains the importance of accreditation
NewDay share why they chose accreditation, what the process involved and how it helped validate strengths while highlighting opportunities to improve.
Operational Excellence
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45 minute listen
CareerTalk with Hannah Ratcliff-Barnes, HSBC
Leigh speaks all things contact centre career with Hannah Ratcliff-Barnes, who is Social Media Lead for global banking giant, HSBC.
Operational Excellence
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10 minute read
The Contact Centres Turning Ambition into Action
Explore learnings from the 2025 UK National Contact Centre Conference with the theme - Built to Lead: Turning Ambition into Action.
Colleague Experience Customer Experience Innovation Operational Excellence Strategy and Leadership
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10 minute read
Supporting Vulnerable Customers is the Right Approach – and Provides a Strategic Advantage
Supporting your vulnerable customers creates meaningful connections, inspires confidence and drives lasting engagement. How organisations respond to vulnerable customers can make all the difference between a positive customer experience and a missed opportunity.
Customer Experience
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46 minute listen
CareerTalk with Brenda Beavon, ArvatoConnect
Leigh speaks with Brenda Beavon, Customer Service Solutions Director at tech solutions business, ArvatoConnect.
Colleague Experience
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10 minute read
Leaving Outdated Hardware Behind
Whole of life service provider Deaf Connect needed to replace their legacy phone payment system, which was only able to offer intermittent coverage.
Innovation Operational Excellence
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10 minute read
What Does Good Look Like in Today’s Contact Centres?
The CCMA Benchmark programme has provided vital industry data for for UK organisations looking to assess their contact centre performance against 25+ core metrics.
Operational Excellence
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43 minute listen
CareerTalk with Jon Hall, Fibrus
Leigh speaks with Jon Hall, CX Manager at UK broadband provider Fibrus about his varied career in customer contact.
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15 minute read
The Generational Divide: How Age Shapes Contact Centre Expectations
Far from being a uniform experience, the way customers perceive and engage with contact centres is shaped by a range of factors.
Customer Experience
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10 minute read
Turning Your Contact Centre into a Proactive Crime Prevention Hub
This Good Practice Guide offers practical, actionable instructions to help organisations start the process of transforming their contact centres from reactive fraud targets into proactive intelligence hubs
Operational Excellence
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50 minute listen
Empathetic Bots and Customer Value Hubs – What’s a Realistic Vision of the Future Contact Centre?
In this episode of Informer, Leigh Hopwood, CEO at CCMA speaks with Dr Nicola Millard, contact centre futurist and principle innovation partner with BT Business.
Colleague Experience Customer Experience Innovation Operational Excellence
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5 minute read
Why Building a Leadership Pipeline Matters More Than Ever
Your colleagues may not see themselves as leaders yet, but with structured development, they become the foundation of consistent leadership.
Strategy and Leadership
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30 minute read
Energy & Utilities: Automation for Efficiency
Discover how contact centres are prioritising automation, building businesses cases for projects and starting with ‘small wins’, while focusing on a future or ‘proactive’ over ‘reactive’ service.
Operational Excellence
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30 minute read
Preserving and Improving Service Whilst Reducing Cost
A leading UK retailer wanted to evaluate and improve their partnership with an outsourced customer care provider.
Customer Experience Operational Excellence
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15 minute read
Growing Leadership from Within – Why it’s Worth the Investment
Your colleagues may not see themselves as leaders yet, but with structured development, they become the foundation of consistent leadership.
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10 minute read
How to Build Trusted and Secure Communications with Outbound Calls
Explore how contact centres can build trusted and secure outbound communications despite a challenging landscape of phone scams and fraud.
Customer Experience
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UK Employment Law Changes – Six Considerations for Contact Centres
Peninsula UK’s Employment Services Director, Kate Palmer, joined Leigh Hopwood to break down what’s coming up and how to prepare.
Colleague Experience
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30 minute read
Consumer Duty – A Catalyst for Transforming Insurance Operations
Consumer Duty has the potential to reshape the industry – prompting insurers to become more efficient, customer-centric and ready for the future.
Operational Excellence
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50 minute read
The UK Contact Centre Outsourcing Report 2025
In its third year, the UK Contact Centre Outsourcing Report provides a comprehensive analysis of the UK’s strong and ever-evolving Business Process Outsourcing (BPO) industry.
Operational Excellence Strategy and Leadership
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30 minute read
Retail and Travel: Being the Voice of the Customer’s Strategic Hub
Senior leaders from across the retail and travel sectors came together to discuss their Voice of the Customer and data strategies.
Customer Experience Operational Excellence
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30 minute read
Competitive Edge Through a Strategic Tech Transformation
This company needed to review their telecommunications and technology services to attract new customers.
Operational Excellence
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10 minute read
From Front Line to Future Leader: What it Takes to Step Up
What are the key ingredients required to help your people progress?
Strategy and Leadership
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10 minute read
CCMA Benchmark: Salary Guide 2025
Download the Salary Guide 2025 to explore the latest salary data for the UK contact centre sector.
Colleague Experience Operational Excellence Strategy and Leadership
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5 minute watch
SSCL uses accreditation to optimise operations
SSCL discuss their experience of CCMA Accreditation and how the process helped them better understand their operation and identify areas for development.
Operational Excellence
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