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,…

Balancing Fighting Fraud with Customer Experience

CCMA research finds 36% of customers have been victim of a fraud attempt The CCMA (Call Centre…

74% of Contact Centre Workers are Happy in their Jobs – But…….

74% of frontline contact centre workers are happy in their jobs – but….. one third of…

CCMA Launches Contact Centre Standards Framework  

The CCMA (Call Centre Management Association) is proud to announce the launch of its Contact Centre…

Consumers Welcome Contact Amidst Rising Cost of Living

Consumers welcome proactive contact from organisations amidst the rising cost of living. Two out of three…

Consumers Returning to Assisted Channels Due to Cost-of-living

Consumers returning to assisted channels as the cost-of-living crisis continues – voice of the Contact Centre…

Contact Centre Frontline Salaries up by 11% in the year

According to the UK Contact Centre Salary and Skills Guide, published today by the CCMA (Call…

Contact Centre Academy Tackle the Contact Centre Talent Shortage

Reed Talent Solutions partners with the UK National Contact Centre Academy to tackle the contact centre…

New Director of Marketing & Partnerships Joins CCMA

New Director of Marketing and Partnerships Joins Growing CCMA Today the CCMA (Call Centre Management Association)…

53% of Contact Centre Agents Report Symptoms of Stress

Employers are stepping up as 53% of contact centre agents report symptoms of stress according to…

Company Profile: Call Centre Management Association

The Call Centre Management Association (CCMA) is the longest established association representing the call centre industry…

Multilingual Contact Centres Facing Challenges Recruiting Agents

Multilingual contact centres facing challenges recruiting language capabilities – Research released today by the CCMA (Call…

What do Contact Centre Customers Really Think?

Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo How…

Brits don’t think Utilities Companies Have Their Best Interests at Heart 

35.7 million Brits don’t think utilities companies have their best interests at heart Less than one…

The Impact of the Cost of Living Crisis has on the Contact Centre

CCMA research reveals impact of cost of living crisis on contact centres The cost of living…

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