We regularly publish articles, white papers, podcasts and other useful industry information that we create ourselves or from our partners. See the latest pieces of Insight below, or choose a category from the menu.
With summer temperatures continuing to rise, contact centre environments – whether office-based or at home – can quickly become uncomfortable and, at times, unsafe.
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 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 online seminar, we explored how behaviour, mindset and meaningful development shape engaged teams, motivated colleagues and consistently strong outcomes.
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.
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.
Contact centre fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, using the contact centre as their entry point.
Over the past year, the CCMA has brought together leaders from across the UK’s BPO community to explore the realities of operating in an environment defined by change.
Innovation
Operational Excellence
Strategy and Leadership
Supporting your vulnerable customers creates meaningful connections, inspires confidence and drives lasting engagement. How organisations respond to vulnerable customers can make all the difference between a positive customer experience and a missed opportunity.
The CCMA Benchmark programme has provided vital industry data for for UK organisations looking to assess their contact centre performance against 25+ core metrics.
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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