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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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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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Energy & Utilities: Automation for Efficiency

Energy & Utilities: Automation for Efficiency

Nancy Friday 8 August No Comments
This CCMA Leadership Report captures key insights from the summer 2025 Energy and Utilities Leadership Forum, where senior sector leaders came together to discuss their automation strategies, how they balance…
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CareerTalk with Morris Pentel

CareerTalk with Morris Pentel

Nancy Monday 6 June No Comments
Another fascinating CareerTalk hosted by Leigh Hopwood, CEO at CCMA, speaking with Morris Pentel, who describes himself as an Experience Scientist. With a career spanning telecoms, outsourcing and financial services,…
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