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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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9 minute read
Designing Handoffs – When and How to Escalate an Automated Interaction to An Advisor
Discover how to design seamless, compliant handoffs from AI and automation to human advisors, reducing customer effort while improving outcomes, trust, and operational efficiency.
Colleague Experience Operational Excellence
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28 minute listen
Why Your Organisation Should Enter The ECCCSAs
We turn the spotlight onto one of the most important dates in the European customer contact calendar - the European Contact Centre and Customer Service Awards, better known as the ECCCSAs.
Colleague Experience Innovation
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2 minute read
Infographic: Voice of the Contact Centre Consumer 2026
An infographic visualising the key findings from the Voice of the Contact Centre Consumer 2026 report.
Customer Experience
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47 minute listen
CareerTalk with Graham Swanton
With a career spanning customer operations and service improvement in the social housing sector, Graham has progressed through a range of roles, building both frontline and strategic experience along the way.
Colleague Experience Customer Experience
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36 minute listen
Will Governmental Change Mean Change to Employment Law?
Chris is joined by renowned employment law and HR expert Kate Palmer to discuss the latest updates from the Employment Rights Act 2025, and what to prepare for in the coming months.
Colleague Experience
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5 minute read
Supporting Your Contact Centre Teams During Hot Weather
With summer temperatures continuing to rise, contact centre environments – whether office-based or at home – can quickly become uncomfortable and, at times, unsafe.
Colleague Experience
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4 minute read
BPO Relationships Must Start with Questions, Not Solutions
Organisations are increasingly reframing the contact centre outsourcing process to ask - what can outsourcing deliver us?
Operational Excellence
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5 minute read
How Do We Plug the Sentiment Gap?
While most UK consumers feel customer service has improved, vulnerable consumers increasingly feel they're being left behind.
Operational Excellence Strategy and Leadership
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50 minute read
Voice of the Contact Centre Consumer 2026
This year’s Voice of the Contact Centre Consumer research provides a comprehensive analysis of consumer contact experiences, with a particular focus on vulnerability.
Customer Experience Operational Excellence Strategy and Leadership
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47 minute listen
CareerTalk with Morris Pentel
With a career spanning telecoms, outsourcing and financial services, Morris has been at the heart of change, technology and innovation in our industry for many years.
Colleague Experience
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4 minute read
Is the UK Outsourcing Market Shifting From Cost to Capability?
The 2026 edition of the UK Contact Centre Outsourcing Report reveals a changing landscape for buyers.
Innovation Operational Excellence
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6 minute read
The UK is a Nation of Experience Sharers and Email Enthusiasts
This article provides an overview of the results from the CCMA’s new landmark study Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations.
Customer Experience Operational Excellence
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6 minute read
Technology Procurement – Where to Start?
This article is a practical overview that outlines how organisations can confidently navigate complex, evolving technology decisions.
Innovation
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30 minute listen
Tackling Data Sovereignty Challenges
This podcast explore why data sovereignty has become an increasingly important area for discussion in recent years, and what contact centre leaders can do to ensure they are keeping their finger on the pulse.
Operational Excellence Strategy and Leadership
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50 minute read
The UK Contact Centre Outsourcing Report 2026
This report is the CCMA’s essential annual guide for buyers of UK customer contact outsourcing services, produced with key insights from The Knowledge Group and written by a range of industry experts.
Colleague Experience Innovation Operational Excellence Strategy and Leadership
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47 minute listen
CareerTalk with Imran Ahmed, Aura Global Solutions
Imran worked with major brands like AO, Telefonica, Capita, Tesco Mobile, O" and Virgin Media before taking the leap to build something of his own.
Operational Excellence
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1 hour read
Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations
This CCMA research initiative reveals the five Customer Contact Personas that make up the UK adult consumer population, each with its own distinctive preferences and perceptions.
Customer Experience
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43 minute listen
CareerTalk with Harj Johal, The AA
Harj has 30 years working in contact centres and customer relations within the UK insurance industry, for major brands including Direct Line.
Operational Excellence
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5 minute read
How Does the EU AI Act Impact Contact Centre Leaders?
This article dives into how the new EU Artificial Intelligence Act (EU AI Act) impacts UK contact centres.
Innovation Operational Excellence Strategy and Leadership
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30 minute listen
Creating a Culture of Health and Wellbeing in the Contact Centre
In this episode of Informer, Chris is joined by Dr Jillian Manner, Research Fellow at the University of Edinburgh and a member of the Scottish Collaboration for Public Health Research and Policy to discuss these questions, and the answers in more detail.
Colleague Experience
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44 minute listen
CareerTalk with Ryan Rubertazzi, VodafoneThree
Leigh speaks with Contact Centre Leader of the Year at the ⁠UK National Contact Centre Awards⁠ in 2021, ⁠Ryan Rubertazzi⁠.
Operational Excellence
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30 minute read
Public Services: Connecting Fragmented Journeys
Key insights from the March 2026 Leadership Forum, where senior leaders from across public services to discuss customer journey management.
Strategy and Leadership
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34 minute listen
CareerTalk with Paul Mazoyer, Heineken
In this episode Leigh speaks with ⁠Paul Mazoyer⁠, who reflects back on an incredible 22 years with global brewery giant, ⁠The HEINEKEN Company⁠.
Operational Excellence
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40 minute read
Contact Centre: 2030
Contact Centre: 2030 is a comprehensive research initiative that paints a clear picture of what the not-so-distant future might look like in the contact centre industry.
Colleague Experience Customer Experience Innovation Operational Excellence Strategy and Leadership
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43 minute listen
CareerTalk with Claire Carroll, Hargreaves Lansdown
Claire chats about her career leading contact centre operations for incredible brands such as Virgin Media, Homeserve, BT, Co-Op and JP Morgan.
Operational Excellence
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60 minute watch
The Importance of Developing your People
In this online seminar, we explored how behaviour, mindset and meaningful development shape engaged teams, motivated colleagues and consistently strong outcomes.
Colleague Experience Operational Excellence
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12 minute read
UK Contact Centre Salary Guide 2026
Explore the latest salary data for the UK contact centre sector, with information on job roles ranging from frontline colleague to head of customer experience, and with a full regional breakdown and comparison of average salaries.
Colleague Experience Operational Excellence Strategy and Leadership
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8 minute read
Good Practice Guide: Delivering AI Project Success
This Good Practice Guide sets out what separates the projects that thrive from those that stall – and how to build an approach that offers the best chance of delivering lasting value.
Innovation
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46 minute listen
CareerTalk with David Rumble, Founder and Director
Industry ‘veteran’ David Rumble explains why the contact centre is an industry that can galvanise so many people in their careers.
Operational Excellence
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30 minute listen
Supporting Colleagues and Team Members With ADHD
Tina is a certified ADHD trainer and life coach and speaks about a condition that affects around 5% of people in the UK, and for which she herself was diagnosed for five years ago.
Colleague Experience
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4 minute read
Can we Predict the Operating Models of the Future?
The world of customer contact as we know it is transforming, and organisations are being told they must evolve at breakneck speed.
Operational Excellence Strategy and Leadership
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30 minute read
Financial Services: Striking the Right Human and Digital Balance
How do you integrate AI and automation without losing the human connection that customers still need and value?
Customer Experience Innovation
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3 minute read
The AI Journey – What a Key CCMA Data Source Tells Us
Tracking how UK contact centres are actually approaching their implementation of AI has been a key mandate for the CCMA for some time. It has also been the driving force behind our recent How To… events.
Innovation
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6 minute listen
CareerTalk Special – National Contact Centre Day
We take a peek behind the curtain, by visiting WTW in Redhill on National Contact Centre Day for a special episode of CareerTalk.
Operational Excellence
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5 minute read
Before the Bot: Why a Framework for AI Adoption is Crucial
Deploying AI in the contact centre is fundamentally a change management challenge that needs critical strategy planning.
Innovation
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50 minute listen
CareerTalk with Danielle Henry, John Lewis Partnerships
Danielle Henry, Director of Customer Care and Contact at John Lewis Partnership, speaks about her career to date.
Strategy and Leadership
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5 minute read
BPO Briefings: Keeping Up with the Pace of Change
At our latest BPO Briefing the mood was one of cautious pragmatism - an industry that knows the ground is shifting and is working hard to stay ahead.
Operational Excellence
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30 minute read
The Hidden Cost of Over-Automation
Senior leaders gathered at the House of Lords to explore the impact of ‘over-automation’ within their contact centre operations.
Operational Excellence
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50 minute listen
The Hidden World of Modern Contact Centre Fraud
In this episode of Informer we’re focusing on a topic that will resonate with almost everyone in some shape or form, and that impacts every organisation — from banks and fintechs to energy providers, retailers, and pretty much any business with a customer phoneline.
Innovation Operational Excellence
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40 minute listen
CareerTalk with Vicki Mercer, CAF Bank
Vicki Mercer, Head of Customer Service at CAF Bank discusses experiences from a career in contact centres, and the importance of a 'Brag Book'.
Operational Excellence
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43 minute listen
CareerTalk with Don Haddaway, Artisiam
Don Haddaway, a 35-year industry veteran turned independent CX consultant, chats with Leigh Hopwood, CEO at CCMA.
Operational Excellence
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60 minute watch
Watch: Contact Centre Predictions for 2026 and Beyond 
The convergence of advanced AI, evolving customer expectations and a changing skills requirement is reshaping our sector.
Operational Excellence
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10 minute read
Looking Back: Contact Centre & Customer Services Summit Highlights
Last year’s event brought senior leaders together for two days of focused learning, strategic discussion and connection.
Customer Experience
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46 minute listen
CareerTalk with Rachel Lewis, NatWest Group
In the final episode of season four of CareerTalk, Leigh Hopwood, CEO of the CCMA, spoke with NatWest Group’s Rachel Lewis.
Colleague Experience
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60 minute read
Contact Centre Technology Report 2026
The Contact Centre Technology Report 2026 is a vital resource for understanding tech transformation in an AI-driven era.
Innovation Strategy and Leadership
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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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