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CCMA appoints Research Director

CCMA appoints Research Director

Nancy Friday 6 June No Comments
Ex-Ipsos MORI Director appointed CCMA’s Research Director Represents a move to provide members with more insight The CCMA, the only national association dedicated to the UK’s contact centre industry, has…
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Evolving Contact Centre Technology

Evolving Contact Centre Technology

Stelize Friday 4 April No Comments
Contact Centres often struggle with the chaos of unstructured enquiries, lengthy customer tickets and can be faced with mountains of disorganised knowledge data. Ventrica, one of the UK’s most prestigious…
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How Do We Plug the Sentiment Gap?

How Do We Plug the Sentiment Gap?

Chris CCMA Tuesday 6 June No Comments
The 2026 edition of our Voice of the Contact Centre Consumer research reveals that for the first time in five years, more UK consumers feel customer service has improved than…
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Public Services: Connecting Fragmented Journeys

Public Services: Connecting Fragmented Journeys

Nancy Monday 4 April No Comments
UK public service contact centres are having to manage more interaction complexity and volume than ever before, driven by a combination of increasing contact variety, changing customer expectations, technological evolution,…
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The Hidden Cost of Over-Automation

The Hidden Cost of Over-Automation

Nancy Friday 2 February No Comments
Contact centres are accelerating their adoption of automation and artificial intelligence (AI), but at what point does removing human support from customer journeys risk damaging the experiences we’re trying to…
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Emotionally Connected Customer Experience

Emotionally Connected Customer Experience

Nancy Friday 11 November No Comments
This CCMA Leadership Report captures key insights from the Emotionally Connected Customer Experience Leadership Forum held in November 2025. Senior contact centre leaders from across diverse sectors came together to…
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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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