This section brings together a wealth of insight and expertise from across the contact centre industry. Here you'll find articles, guides, research papers, podcasts, and white papers created by the CCMA and our partners. Whether you are looking for practical advice, leadership inspiration or evidence-based analysis, use the search and filters below to discover the latest contact centre insights and industry research
With a career spanning customer operations and service improvement in the social housing sector, Graham has progressed through a range of roles, building both frontline and strategic experience along the way.
Chris is joined by renowned employment law and HR expert Kate Palmer to discuss the latest updates from the Employment Rights Act 2025, and what to prepare for in the coming months.
With summer temperatures continuing to rise, contact centre environments – whether office-based or at home – can quickly become uncomfortable and, at times, unsafe.
This year’s Voice of the Contact Centre Consumer research provides a comprehensive analysis of consumer contact experiences, with a particular focus on vulnerability.
Customer Experience
Operational Excellence
Strategy and Leadership
With a career spanning telecoms, outsourcing and financial services, Morris has been at the heart of change, technology and innovation in our industry for many years.
This article provides an overview of the results from the CCMA’s new landmark study Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations.
This podcast explore why data sovereignty has become an increasingly important area for discussion in recent years, and what contact centre leaders can do to ensure they are keeping their finger on the pulse.
This report is the CCMA’s essential annual guide for buyers of UK customer contact outsourcing services, produced with key insights from The Knowledge Group and written by a range of industry experts.
Colleague Experience
Innovation
Operational Excellence
Strategy and Leadership
This CCMA research initiative reveals the five Customer Contact Personas that make up the UK adult consumer population, each with its own distinctive preferences and perceptions.
In this episode of Informer, Chris is joined by Dr Jillian Manner, Research Fellow at the University of Edinburgh and a member of the Scottish Collaboration for Public Health Research and Policy to discuss these questions, and the answers in more detail.
Contact Centre: 2030 is a comprehensive research initiative that paints a clear picture of what the not-so-distant future might look like in the contact centre industry.
Colleague Experience
Customer Experience
Innovation
Operational Excellence
Strategy and Leadership
In this online seminar, we explored how behaviour, mindset and meaningful development shape engaged teams, motivated colleagues and consistently strong outcomes.
Explore the latest salary data for the UK contact centre sector, with information on job roles ranging from frontline colleague to head of customer experience, and with a full regional breakdown and comparison of average salaries.
Colleague Experience
Operational Excellence
Strategy and Leadership
This Good Practice Guide sets out what separates the projects that thrive from those that stall – and how to build an approach that offers the best chance of delivering lasting value.
Tina is a certified ADHD trainer and life coach and speaks about a condition that affects around 5% of people in the UK, and for which she herself was diagnosed for five years ago.
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 behind our recent How To… events.
In this episode of Informer we’re focusing on a topic that will resonate with almost everyone in some shape or form, and that impacts every organisation — from banks and fintechs to energy providers, retailers, and pretty much any business with a customer phoneline.
By getting involved in the inaugural National Contact Centre Day on 4 March 2026, we hope to continue shining the spotlight on all the fantastic and innovative work being done in our industry.
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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