Far from starting to wind down for the festive period, many of your contact centres are currently gearing up – for what is often one of the busiest times of…
Knowledge management continues to be a vital theme, with CCMA members actively engaged in discussions around best practices across several events and online platforms in recent weeks. As contact centres…
A major change to UK telecoms that will have a significant effect on contact centres and their customers is now just 12 months away, By January 2027, the Public Switched…
For more than 30 years, the CCMA has proudly championed the vital role of UK contact centres – celebrating achievements, connecting professionals and sharing best practices. By getting involved in…
With the skills requirements in contact centres shifting at a rapid rate, many roles are being redefined and there is a heightened demand for leaders, at every level. Providing access…
As artificial intelligence and automation are now handling routine queries that once dominated frontline operations, the skills required in contact centres are evolving in exciting new directions. Insights from CCMA’s…
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…
The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an…
CCMA research reveals that consumers like proactive contact if there is something in it for them. For example status updates, responses to outstanding queries, being taught how to self-serve or…
With skills becoming the new global currency in the workforce, contact centres are taking advantage of the opportunity this paradigm shift provides. Skills-based hiring, reskilling, and upskilling the frontline are…
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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