When society faces tough times, criminal activity increases. The contact centre is in a unique position to be able to identify this activity and has the potential to do something…
There are five foundations within the contact centre that every industry leader works with, and are defined in the CCMA's Contact Centre Standards Framework. They are strategy and leadership, innovation,…
Knowledge management in contact centres is evolving. Once seen mainly as a tool for driving efficiency, it is now central to enabling authentic human connection, and increasingly, to shaping effective…
In January, we reported that personalisation was emerging as one of the key trends to watch in 2025. In this day and age, customers expect businesses to know who they…
As consumers, we want to trust that when we are in conversation with an organisation that we are not being defrauded. With BBC’s Scam Interceptors showing how easy it is…
Workplaces of all shapes and sizes are being reshaped by the use of technology to improve productivity, with AI in particular continuing to grab headlines. Combine this phenomenon with the…
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…
Research from Harvard says that soft skills are responsible for 85% of career success. In the contact centre where conversations are getting more complex, making sure that your frontline colleagues…
How Does Your Contact Centre Stack Up? Discover the Insights That Matter MostWant to know how your contact centre performance compares to others in the industry? The CCMA’s annual Benchmark…
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…
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.
Quick Links
Resources
Contact Us
0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited 2nd Floor, Regis House 45 King William Street London EC4R 9AN
