The EU Artificial Intelligence Act (EU AI Act) is the first comprehensive AI regulation in the world – and while the UK is no longer part of the EU, many…
In this online seminar, we explored how behaviour, mindset and meaningful development shape engaged teams, motivated colleagues and consistently strong outcomes. Hosted by Kate Knowles, Services Director, CCMA, the session…
Every contact centre leader is chasing optimised frontline performance with maximum customer satisfaction. One of the most powerful tools in the kitbag is quality assurance. Designed effectively, a quality framework…
Artificial intelligence (AI) is hailed as the fastest-adopted business technology in history, with its potential to revolutionise customer service widely acknowledged. Yet, as the Gartner Hype Cycle reminds us, new…
Fraudsters are becoming increasingly sophisticated, and contact centres are a prime target in their schemes. Research from Smartnumbers reveals that 85% of companies report high levels of fraudulent activity in…
What does the future of the contact centre industry look like, according to operational leaders? Let’s find out! With changes to employment law, fiscal policy and the realising of AI’s…
Deciding to outsource something as critical as your interactions with customers is no easy task. The Customer Experience (CX) you deliver is utterly central to your brand and your identity…
In the dynamic landscape of business, the integration of Environmental, Social, and Governance (ESG) principles has emerged as a transformative force. Within this paradigm, the realm of Business Process Outsourcing…
Friday 5 June 2020, London. The CCMA has announced that Ann-Marie Stagg is stepping back from her role as Chief Executive of the longest established association dedicated to the UKs…
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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