Insight Archives - Page 5 of 6

AI Based Customer Experience is the Next Non-Negotiable for Insurance Success

Gareth Thursday 6 June No Comments

CXOs grapple with effectively using data to personalise customer experiences while managing legacy systems and modern technology. Agility, cost control, and balancing AI with human interaction remain top concerns. Research…

CCMA Strategy Sessions – Key Learnings About Organisational Structures

Gareth Wednesday 5 May No Comments

Throughout February, March and April, we hosted a series of online get-togethers for the senior strategic leaders amongst CCMA members. These strategy sessions were an opportunity for attendees to share…

CCMA Strategy Sessions: Understanding Emerging and Changing Contact Centre Roles

Gareth Wednesday 6 June No Comments

Throughout the spring months, we hosted a series of online get-togethers for senior strategic leaders amongst CCMA members. These strategy sessions were an opportunity for attendees to share knowledge and…

Key Frontline Soft Skills Every Contact Centre Needs to Know

Gareth Tuesday 5 May No Comments

Soft skills aren’t just valuable, they’re proven to be critical to success, especially for contact centre employees. Frontline employees with strong soft skills tend to listen more carefully, explain more clearly, and…

Watch: Don’t Stop! Keep Your Technology Evolving

Gareth Thursday 11 November No Comments

You’ve all had the experience of implementing a new contact centre technology; you’ve given it blood, sweat and tears to go live. You celebrate reaching this critical milestone. Everyone is…

Second Telecommunications Fraud Charter: What It Means for Contact Centres

Gareth Friday 11 November No Comments

The UK’s contact centre and telecommunications sectors have taken a major step forward in the fight against fraud. The Second Telecommunications Fraud Charter, signed at the BT Tower by the…

Navigating BPO Procurement: Insights for Improved Transparency and Efficiency

Gareth Tuesday 6 June No Comments

While many not be aware, intermediaries acting as brokers in BPO procurement can lead to inefficiencies, inflated costs, and reduced transparency for both customers and suppliers. Customers often face delays…

BPO Briefings: Insights From a Transformative Year

Gareth Monday 11 November No Comments

Over the past year, the CCMA has brought together leaders from across the UK’s BPO and contact centre community for a series of in-depth briefings. These sessions, supported by The…

The AI Journey – What a Key CCMA Data Source Tells Us

Gareth Friday 3 March No Comments

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…

Technology Procurement – Where to Start?

Margot Friday 5 May No Comments

Contact centre technology procurement has become an increasingly complex process. As customer expectations rise and operating models evolve, organisations are faced with an expanding ecosystem of platforms, point solutions and…

Insight Category: Insight

AI Based Customer Experience is the Next Non-Negotiable for Insurance Success

CCMA Strategy Sessions – Key Learnings About Organisational Structures

CCMA Strategy Sessions: Understanding Emerging and Changing Contact Centre Roles

Key Frontline Soft Skills Every Contact Centre Needs to Know

Watch: Don’t Stop! Keep Your Technology Evolving

Second Telecommunications Fraud Charter: What It Means for Contact Centres

Navigating BPO Procurement: Insights for Improved Transparency and Efficiency

BPO Briefings: Insights From a Transformative Year

The AI Journey – What a Key CCMA Data Source Tells Us

Technology Procurement – Where to Start?

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