Valuable Insights, Practical Guidance and Stellar Case Studies: Contact Centre Technology Report 2026
Now available to all, the CCMA’s Technology Report 2026 is a comprehensive resource for leaders looking to better understand and implement technology transformation in their contact centres.
With contributions from experts including Nerys Corfield, Martin Hill-Wilson and Stuart Dorman, as well as successful case studies from major brands such as Ageas, OVO and Novuna, the report offers essential guidance for leaders during one of the most significant periods of change the industry has ever experienced.
What’s inside:
– An analysis of the unprecedented pace of change in contact centre technology.
– AI: Hype vs Reality – a pragmatic assessment of what AI can truly deliver.
– Why your contact centre’s technology stack might already be ready for transformation.
– Detailed case studies from OVO, Dojo, Ageas and Novuna, demonstrating how technological change can deliver measurable results.
– The legal considerations of AI and the complexities of compliance.
– Impact of technology – gain insights from CCMA research exploring how UK consumers perceive technology’s impact on the workplace and customer service.
To download the Contact Centre Technology Report 2026 Click Here
