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According to UK government statistics, fraud accounts for 40% of all crime, costing the country around £7 billion annually. As many as 60% of fraud cases may involve a touchpoint…
Is recruitment getting easier or harder in the contact centre space? That’s a particular concern for the insurance sector where effective customer service can prove a key competitive differentiator. So,…
This latest report in our Leadership Series is packed with advice and insights from industry leaders discussing the changing role of the Team Leader. Including advice on how to help…
The insurance landscape is evolving faster than ever, driven by digital transformation, AI and customer-centric strategies. Our latest Leadership Series report, explores the key trends shaping the future and how…
Today’s customers are seamlessly combining digital and physical channels to shape their own shopping experiences. Studies show that 80% of people look up products online before making a direct purchase,…
In this episode of CareerTalk, Leigh Hopwood chats with Imran Ahmed. With 25 years in the contact centre industry, Imran has worked with major brands like AO, Telefonica, Capita, Tesco…
Brand loyalty is not as strong as it once was. Forbes reported that 96% of customers would potentially withdraw their business if they received bad customer service, and leaders across…
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…
The financial services sector is navigating ongoing challenges, from rising customer expectations to the evolving demands of Consumer Duty regulations. At the recent Financial Services Leadership Forum we asked leaders…
For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.
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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