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Public Services: Connecting Fragmented Journeys

Public Services: Connecting Fragmented Journeys

Nancy Monday 4 April No Comments
UK public service contact centres are having to manage more interaction complexity and volume than ever before, driven by a combination of increasing contact variety, changing customer expectations, technological evolution,…
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Voice of the Contact Centre Consumer 2026

Voice of the Contact Centre Consumer 2026

Margot Tuesday 6 June No Comments
Since 2021, the CCMA has conducted an annual Voice of the Contact Centre Consumer research study – a comprehensive analysis of consumer contact experiences.This year’s research examines whether customer service…
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Future-Proofing Your People Strategy

Future-Proofing Your People Strategy

Gareth Wednesday 4 April No Comments
From meeting rising contact demand to adapting to the pressures of wage and National Insurance (NI) inflation and the continual advancement of artificial intelligence – how are contact centres evolving…
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Watch: Future-Proofing Your People Strategy

Watch: Future-Proofing Your People Strategy

Gareth Thursday 5 May No Comments
 Contact centre leaders today are grappling with profound shifts brought about by political, economic and technological change. These shifts necessitate a substantial re-thinking of operations, not least of which include…
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The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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