Recognising the changing nature of the contact centre industry in the UK, we are committed to doing quality in-depth research that will support our members with real empirical evidence. We are working with some of our partners to bring this research to you. Please check out the research available here.
This year’s Voice of the Contact Centre Consumer research provides a comprehensive analysis of consumer contact experiences, with a particular focus on vulnerability.
Strategy and Leadership
Customer Experience
Operational Excellence
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.
Strategy and Leadership
Colleague Experience
Customer Experience
Operational Excellence
Innovation
What does the consumer really think about the contact centre and the service they receive? Catch up in our online seminar as we launch the Voice of the Contact Centre Consumer research.
With technology advancements and the pandemic enabling remote working to be easier and more prevalent, it’s no surprise that hybrid working is quickly becoming the norm in the UK.
Download the Research: Using Contact Centre Insights to Elevate Customer and Colleague Experience and find out how you can turn these insights into action.
Download the Research: Balancing Fighting Fraud with Customer Experience to understand how fraud is evolving and what contact centres are doing to stay ahead of fraudsters.
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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0333 939 9964
info@ccma.org.uk
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