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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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30 minute read
Patient-First Service With Imperial College Healthcare NHS Trust
Imperial College Healthcare NHS Trust needed a contact centre solution to effectively manage patient interactions.
Operational Excellence
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30 minute read
Supporting Vulnerable Customers
Explore the key challenges all contact centres face in supporting vulnerable customers.
Customer Experience Operational Excellence
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30 minute read
DEIB: Building a Future-Ready Diverse Workforce
The report explores how UK contact centres are addressing DEIB challenges, fostering safe spaces, and using technology to empower diverse teams.
Colleague Experience Strategy and Leadership
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30 minute read
Global Pharmaceutical Provider Unifies its Teams
How global pharmaceutical services provider Clinigen shifted to a cloud contact centre model.
Colleague Experience
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10 minute read
Key Frontline Soft Skills Every Contact Centre Needs to Know
Let’s take a look at the key soft skills driving results in contact centres today.
Colleague Experience
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10 minute read
Why Embedding Customer Experience From Day One is Key to Business Success
In today’s competitive landscape, integrating Customer Experience (CX) into a business strategy from day one is essential for long-term success.
Innovation Operational Excellence
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20 minute watch
LinkedIn Live with Claire Thomlinson at Valda Energy
Kate Law spoke with Claire Thomlinson at Valda Energy, to explore their transformational journey through the Futures: Leadership Programme.
Operational Excellence
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30 minute read
Revitalising a Client and Supplier Partnership
Find out how a retailer’s partnership with their BPO improved.
Operational Excellence
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10 minute read
Framing CX Investment as a Strategic Imperative
Explore the importance of viewing CX technologies as essential investments for efficiency and profitability.
Customer Experience
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30 minute read
Future-Proofing Your People Strategy
Take a look at how organisations are navigating the balance between human and technological capabilities to build resilient, future-ready teams.
Colleague Experience
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50 minute read
The Impact of Technology and Economic Shifts on UK Consumers
Explore how UK adults are adapting to increasing workplace automation, economic pressures and the ongoing digital transformation.
Innovation
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30 minute read
Emergency Service Efficiency
Bracknell Forest Council frees up emergency services team to focus on complex cases.
Operational Excellence
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30 minute read
Tech that Drives Seamless CX
Dreams replaced its customer engagement platform with a single integrated solution to deliver seamless experience across all service channels.
Operational Excellence
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10 minute read
Empowering Contact Centre Leadership at Every Level
The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose.
Operational Excellence
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10 minute read
Using Intelligent Automation to Unlock Efficiencies & Improve Customer Satisfaction 
Find out how DVLA modernised their operation to become the most improved public sector organisation. 
Customer Experience
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60 minute watch
Watch: Proactive Contact = CX and Efficiency
Listen to the panel discussion with industry leaders.
Customer Experience
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30 minute read
Councils Enrich Experience with Multi-Channel Engagement
Councils enhance customer experience with instant agent response, webchat and automated setup of direct debits.
Customer Experience
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5 minute read
Supporting our Client to Outsource their Contact Centre Operation
Learn how The Knowledge Group (tkg) supported their client to outsource their in-house contact centre operation to a specialist contact centre supplier.
Operational Excellence
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10 minute read
Revolutionising BPO Workforce Management
Workforce management is doubly challenging in the world of BPO compared to in-house contact centres. The DDC Group had used a professional WFM application for many years, but they still faced several frustrations
Operational Excellence
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15 minute read
Feedback Loop
Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.
Customer Experience
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15 minute read
Increasing Customer Satisfaction
Discover how Reed in Partnership improved NPS evaluation and response times by collaborating with Rant & Rave, solving issues of low feedback volume and long survey cycles.
Customer Experience
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30 minute read
Finding New Contact Centre Suppliers with The Knowledge Group
How The Knowledge Group provided their client with fresh insight into the contact centre market, enabling them to form a successful, new partnership.
Operational Excellence
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30 minute read
Unlocking Cost Savings and Efficiencies
How The Knowledge Group identified opportunities for their client to achieve greater financial control and improve operational processes across their supply chain.
Operational Excellence
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30 minute read
Scalability and Flexibility in the Contact Centre During Peak Periods
Read how The Knowledge Group enhanced their client’s contact centre capability and mitigated recruitment risks and service volatility during surges in demand.
Operational Excellence
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10 minute read
CCMA Benchmarking 2024 is approaching!
It’s that exciting time of year where we start preparing for CCMA Benchmarking. For UK contact centre leaders and members of the CCMA, we offer an exclusive online benchmarking tool that assesses your contact centre
Operational Excellence
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30 minute read
AI Guide for Contact Centres
To navigate the different contact centre AI technology, download the AI Guide for Contact Centres eBook.
Innovation
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30 minute read
Empowering Effective Tenant Communication
How ForHousing transformed effective tenant engagement and efficiency by moving their contact centre to the cloud.
Customer Experience
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10 minute read
Thrive in 2025 with a Skilled Frontline
With skills becoming the new global currency in the workforce, contact centres are taking advantage of the opportunity this paradigm shift provides.
Colleague Experience Operational Excellence
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60 minute watch
Watch: Contact Centre Predictions for 2025 and Beyond
Find out what industry leaders are predicting for the contact centre in 2025.
Innovation
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10 minute read
Why Contact Centres Must Lead the Fight Against Fraud
Contact centres must adopt proactive measures to combat fraud. Read more.
Customer Experience Operational Excellence
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30 minute read
Insurance: Collaboration to Better Protect Customers
Explore the importance of collaboration to enhance customer experience, protect against risks, and foster innovation.
Customer Experience
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30 minute read
Energy & Utilities: Future-Proofing the Contact Centre for 2025 and Beyond
Discover the strategies to future-proof contact centres amidst challenges like the energy crisis, rising customer expectations, and regulatory pressures.
Strategy and Leadership
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30 minute read
Insurance: Building Contact Centre Resilience During Times of Change
Download the Leadership Series report – Building Contact Centre Resilience During Times of Change.
Operational Excellence
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30 minute read
Financial Services: Why Insights are Key to Building your Strategic Value
Download the Leadership Series report – Why Insights are Key to Building your Strategic Value.
Customer Experience Operational Excellence
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10 minute read
AI readiness: Lessons from the CCMA Tech Summit
AI readiness: Lessons from the CCMA Tech Summit
Innovation
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60 minute watch
Watch: The Journey to Automation in QA
The big question is how do you migrate from manual quality monitoring to full AI-powered quality management? Watch the online seminar now to uncover the question.
Innovation Operational Excellence
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10 minute read
Hybrid Working is the Future Says UK Contact Centre Leaders
With technology advancements and the pandemic enabling remote working to be easier and more prevalent, it’s no surprise that hybrid working is quickly becoming the norm in the UK.
Colleague Experience Operational Excellence
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30 minute read
Driving Effective Sales and Retention Programmes
How can you improve sales and optimise customer retention within the contact centre to maximise lifetime value?
Strategy and Leadership
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30 minute read
Bringing the Power of Data and Analytics to the Front Line
Download our research to explore data and analytics in action on the front line, showing how both employees and customers can benefit.
Colleague Experience
Read more

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