New CCMA Benchmark data reveals quicker contact centre response times and lower attrition rates The CCMA…
Category: CCMA
Contact Centre Outsourcing Shifts from Transactional to Strategic Partnerships
The CCMA (Contact Centre Management Association) has today published its comprehensive report into the UK’s Business…
The Challenges of Integrating People & Tech in the Contact Centre
“The low-hanging fruit is no longer there on the tree” – new CCMA research highlights the…
UK National Contact Centre Awards 2025 – Finalists Announced!
Finalists for the UK National Contact Centre Awards 2025 have been announced! Leigh Hopwood, CEO, CCMA…
Contact Centre Technology Report 2025
The Contact Centre Technology Report is your essential guide to the evolving world of contact centre…
UK National Contact Centre Awards 2025 Close in just one month
The nominations for the UK National Contact Centre Awards 2025 close in just one month at…
Contact Centre Trends to Watch in 2025
Contact Centre Trends to Watch in 2025: A Transformative Year Ahead As we head into 2025…
The UK National Contact Centres Awards Open for Nominations
The largest awards programme that recognises contact centre talent in the UK is now OPEN and…
Novuna Consumer Finance Leads UK Finance Sector in Customer Service
Novuna Consumer Finance, a leader in the UK’s retail point of sale and personal lending sector,…
Good Practice Guide: Driving Effective Sales & Retention Programmes
Good Practice Guide: Driving Effective Sales and Retention Programmes – CCMA Download Growing revenue and retaining…
Unlock the Secrets of Customer Service Excellence
Unlock the Secrets of Customer Service Excellence: Who’s Winning and What’s Broken? Leigh Hopwood – Chief…
National Contact Centre Awards 2024 – Finalists are announced
Record-breaking year for CCMA’s UK National Contact Centre Awards 2024 as Finalists are announced Finalists of…
How Contact Centres are Using Insights to Elevate CX & EX
Customer surveys and social media remain the most important gauge of customer perception according to the…
CCMA celebrates 30 years with Pearls of Wisdom campaign
It’s 30 years this month that the CCMA was founded. The Call Centre Management Association, known…
Standards Framework Self-assessment Now Available From CCMA
You can now access the Contact Centre Standards Framework self-assessment from CCMA. Why Self-assess? The Standards…
The UK National Contact Centre Awards 2024 are OPEN!
The largest awards programme that recognises contact centre talent in the UK is now OPEN and…
CCMA Benchmarking Tool now open for 2024 Registrations
CCMA Benchmarking Tool for contact centres now open for 2024 Registrations – Get ready to Measure,…
Winners Announced at European Contact Centre & Customer Service Awards
Austria, Czechia, France, Germany, Greece, Poland, Portugal, Spain and the UK amongst winners at the greatest…
Balancing Fighting Fraud with Customer Experience
CCMA research finds 36% of customers have been victim of a fraud attempt The CCMA (Call Centre…