Insight Archives - Page 2 of 6

What Does Good Look Like in Today’s Contact Centres?

Gareth Thursday 9 September No Comments

Whether for a newly-appointed head of operations or an experienced director evaluating which areas of an organisation deliver most value, establishing what represents excellence in the contact centre has always…

The Generational Divide: How Age Shapes Contact Centre Expectations

Gareth Friday 9 September No Comments

Far from being a uniform experience, the way customers perceive and engage with contact centres is shaped by a range of factors. For instance, their age remains fundamentally critical. And…

Early Colleague Involvement – the Key to AI Success?

Gareth Friday 12 December No Comments

Across the first two events in the CCMA’s How to…Succeed with AI roadshow series, one message has resonated louder than others: organisations that involve their frontline colleagues early in AI…

Does Contact Centre Fraud Need a Rethink?

Gareth Friday 11 November No Comments

Fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, targeting multiple organisations at once and using the contact centre as their entry point.…

Can we Predict the Operating Models of the Future?

Chris CCMA Monday 3 March No Comments

We live in an age where someone was able to deploy a voice AI to book them a dentist appointment, only to discover that the dentist also had an automated…

BPO Relationships Must Start with Questions, Not Solutions

Chris CCMA Thursday 6 June No Comments

The UK contact centre outsourcing market is in the midst of another period of major change, thanks to a mixture of geopolitical uncertainties, new delivery models and, of course, the…

Is the UK Outsourcing Market Shifting From Cost to Capability?

Chris CCMA Friday 6 June No Comments

The latest edition of our flagship annual UK Contact Centre Outsourcing Report is aimed at bringing vital clarity to buyers and managers of outsourced customer operations, at a time when…

BPO Briefings: Keeping Up with the Pace of Change

Gareth Tuesday 2 February No Comments

The CCMA’s latest BPO Briefing, supported by The Knowledge Group (TKG), brought together senior leaders from across the UK’s BPO sector for an open and candid conversation. The mood was…

Before the Bot: Why a Framework for AI Adoption is Crucial

Gareth Wednesday 2 February No Comments

The contact centre industry is awash with conversation about AI – what it can do, the exponential speed at which it’s evolving, and which companies are leading with the most…

Watch: Contact Centre Predictions for 2026 and Beyond 

Nancy Thursday 1 January No Comments

What lies ahead for the contact centre industry according to those leading the charge? In this online seminar, we explored the trends, challenges and opportunities shaping the next era of…

Insight Category: Insight

What Does Good Look Like in Today’s Contact Centres?

The Generational Divide: How Age Shapes Contact Centre Expectations

Early Colleague Involvement – the Key to AI Success?

Does Contact Centre Fraud Need a Rethink?

Can we Predict the Operating Models of the Future?

BPO Relationships Must Start with Questions, Not Solutions

Is the UK Outsourcing Market Shifting From Cost to Capability?

BPO Briefings: Keeping Up with the Pace of Change

Before the Bot: Why a Framework for AI Adoption is Crucial

Watch: Contact Centre Predictions for 2026 and Beyond

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