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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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60 minute watch
AI: The Real Picture: Your Questions Answered
Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.
Innovation
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30 minute read
Financial Services: Building the Contact Centre’s New Target Operating Model
To stay ahead of the rapid changes in customer behaviours, cost-of-living concerns, complex post-pandemic resourcing, and global conflict, contact centre leaders need to continuously adapt their CX and customer contact strategies.
Strategy and Leadership
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35 minute listen
CareerTalk with Chris Lee
Leigh Hopwood chats to Chris Lee, Executive Director – Head of Service Operations at JPMorgan Chase, about Chris’ career so far.
Operational Excellence
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10 minute read
From AI Theory to Practice: Insights from Customer Service
Artificial Intelligence (AI) is set to make remarkable advancements in the world of work.
Operational Excellence
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35 minute listen
CareerTalk with Heather Orr
Leigh Hopwood chats to Heather Orr, BT Business Contact Centre Manager at BT Group, about Heather’s career so far.
Operational Excellence
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60 minute watch
Watch: Balancing Fighting Fraud with Customer Experience
Watch our CCMA Online Seminar: Balancing Fighting Fraud with Customer Experience, where we unveiled our latest research and discussed how contact centre operations are dealing with fraud.
Customer Experience
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31 minute listen
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.
Operational Excellence
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37 minute listen
CareerTalk with Vince Scibetta
For our next episode of CareerTalk, Leigh Hopwood chats to Vince Scibetta, Customer Care Centre Manager at Diabetes UK, about Vince’s career so far.
Operational Excellence
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30 minute read
Retail: Closing the CX Expectation Gap
Download: Customer satisfaction in the UK has hit its lowest point since 2015, with multiple factors contributing to this decline according to the latest UKCSI
Customer Experience
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33 minute listen
CareerTalk with Simone Golden
For our next episode of CareerTalk, Leigh Hopwood chats to Simone Golden, Telesales and Retention Business Manager at Vodafone UK, about Simone’s career so far.
Operational Excellence
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31 minute listen
CareerTalk with Naveed Hussain
Leigh Hopwood chats to Naveed Hussain, Operations Manager at Specsavers about Naveed’s career so far.
Colleague Experience
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30 minute read
Retail: Creating Brand Loyalty through the Contact Centre
Download this Leadership Series report and explore the approaches of key industry leaders in the retail sector around brand loyalty.
Customer Experience
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60 minute watch
Watch: The Importance of ESG in the Contact Centre
Watch our CCMA Online Seminar: The Importance of ESG in the Contact Centre, where we discussed what ESG means and why it’s something to consider in your contact centre strategy.
Operational Excellence
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36 minute listen
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.
Operational Excellence
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38 minute listen
CareerTalk with Paul Whymark
Leigh Hopwood chats to Paul Whymark, Chief Operating Officer at Sensée, about Paul’s career so far.
Operational Excellence
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3 minute read
Trends in Contact Centres and Customer Support
Customer service operations are now forced to pivot to completely new ways of working. Numerous advances are proving challenging for the industry.
Operational Excellence
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Voice of the European Contact Centre Consumer 2023
Customer Experience Operational Excellence
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10 minute read
Implications of the Rising Cost of Living on Customer Contact
…the Implications of the Rising cost of Living on Customer Contact we outline the extent to wh...
Customer Experience
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38 minute listen
CareerTalk with Helen Wilson
Leigh Hopwood chats to Helen Wilson, Chief Operating Officer at Atom Bank, about Helen’s career so far.
Operational Excellence
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30 minute watch
LinkedIn Live: Learning at Work Week Special
Kate Law chats with Mike Axford, one of our UK National Contact Centre Academy trainers, for Learning at Work Week.
Innovation
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30 minute read
Financial Services: Demonstrating the Value of the Contact Centre
Download the Leadership Series report – Demonstrating the Value of the Contact Centre.
Operational Excellence
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35 minute listen
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.
Customer Experience
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47 minute listen
CareerTalk with Ray Biggs
Leigh Hopwood chats to Ray Biggs, Head of Consumer Care at John Lewis Partnership, about Ray’s career so far.
Strategy and Leadership
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32 minute listen
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.
Colleague Experience
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36 minute listen
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.
Operational Excellence
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36 minute listen
CareerTalk with Andy Cook
Leigh Hopwood chats to Andy Cook, Head of Customer & Colleague Experience at AXA Health, about Andy’s career so far.
Colleague Experience
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31 minute listen
CareerTalk with Kelly Shippen
Leigh Hopwood chats to Kelly Shippen, Head of Contact Centre at Leeds Building Society, about Kelly’s career so far.
Colleague Experience
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30 minute read
Voice of the Contact Centre Consumer 2023
Download our 2023 research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.
Operational Excellence
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28 minute listen
CareerTalk with Babadele Adeola
Leigh Hopwood chats to Babadele Adeola, Client Services & Development Director at Comdata UK, about Babadele’s career so far.
Operational Excellence
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30 minute read
Contact Centre Colleague Wellbeing Study
The wellbeing of colleagues in the contact centre has a direct impact on productivity, as it affects absence, attrition and quality.
Colleague Experience
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34 minute listen
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.
Colleague Experience
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33 minute listen
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.
Colleague Experience
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34 minute listen
CareerTalk with Lisa Range
Leigh chats to Lisa Range, Head of Telephony Sales Acquisition at Barclaycard about Lisa’s career so far.
Colleague Experience
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31 minute listen
CareerTalk with Iain Banks
Leigh chats to Iain Banks, CEO at Ventrica about Iain’s career so far.
Strategy and Leadership
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36 minute listen
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.
Colleague Experience
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36 minute listen
CareerTalk with Martin Teasdale
Leigh chats to Martin Teasdale, Senior Director of Quality Experience at BPA Quality about Martin’s career so far.
Strategy and Leadership
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31 minute listen
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.
Colleague Experience
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35 minute listen
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.
Colleague Experience
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10 minute read
CCMA appoints Research Director
The CCMA appoints ex-IPSOS Mori Director Stephen Yap as Research Director
Strategy and Leadership
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10 minute read
Change at the top at the CCMA
Ann-Marie Stagg is stepping back from her role as CEO and will hand the reins over to Leigh Hopwood
Strategy and Leadership
Read more

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