The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.
All Leadership Series releases can be downloaded below:
This CCMA Leadership Report captures key insights from the autumn 2025 Leadership Forum, where senior leaders from across sectors came together to discuss fraud and the contact centre.
Discover how contact centres are prioritising automation, building businesses cases for projects and starting with ‘small wins’, while focusing on a future or ‘proactive’ over ‘reactive’ service.
Discover the strategies to future-proof contact centres amidst challenges like the energy crisis, rising customer expectations, and regulatory pressures.
Is recruitment getting easier or harder in the contact centre space? That’s a particular concern for the insurance sector where customer service can prove a key competitive differentiator.
To stay ahead of the rapid changes in customer behaviours, cost-of-living concerns, complex post-pandemic resourcing, and global conflict, contact centre leaders need to continuously adapt their CX and customer contact strategies.
Download: Customer satisfaction in the UK has hit its lowest point since 2015, with multiple factors contributing to this decline according to the latest UKCSI
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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