How Does Your Contact Centre Stack Up? Discover the Insights That Matter Most 

Want to know how your contact centre performance compares to others in the industry? The CCMA’s annual Benchmark programme tracks over 25 key performance indicators to help members understand where they stand—and where there’s room to grow. 

Join us for an interactive online session as we delve into this year’s Benchmark results. Kate Law, CCMA’s Membership and Learning Director, will reveal the standout trends and shifts we’ve seen over the past 12 months, offering valuable context for your own performance data. 

We’ll explore: 

• Key metrics across customer experience, colleague engagement, and operational performance 

• How performance trends have shifted over recent years 

• What these trends reveal about current challenges and opportunities 

• Expert insights from our guest panel on what 2026 might hold for the industry 

Whether you’re looking to validate your strategy or uncover new opportunities for improvement, this session is not to be missed. Joining Kate are industry leaders, John Murphy, Head of Customer Excellence at NHS Business Services, Nick Hughes, Divisional Director at Reed Wellbeing, and Claire Carroll, Head of Helpdesk at Hargreaves Landown.