Insight Archives

Supporting Your Contact Centre Teams During Hot Weather

Nancy Monday 6 June No Comments

The UK weather has already broken several heat records in 2026, and with summer temperatures continuing to rise, contact centre environments – whether office-based or at home – can quickly…

DEIB: Building a Future-Ready Diverse Workforce

Gareth Thursday 5 May No Comments

The latest CCMA Leadership Report captures key insights from the CCMA’s recent DEIB Leadership Forum, which discussed how contact centres can lead the way in Diversity, Equity, Inclusion, and Belonging…

Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations

Nancy Wednesday 5 May No Comments

We're not all the same.Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations is a CCMA research initiative revealing the five Customer Contact Personas that make up the UK adult…

The Contact Centres Turning Ambition into Action

Gareth Tuesday 10 October No Comments

The annual UK National Contact Centre Conference took place on 30 September at Westminster's QEII Centre, with the 2025 theme of 'Built to Lead: Turning Ambition into Action'. McKinsey previously…

Supporting Vulnerable Customers is the Right Approach – and Provides a Strategic Advantage

Gareth Monday 10 October No Comments

Supporting your vulnerable customers creates meaningful connections, inspires confidence and drives lasting engagement. How organisations respond to vulnerable customers can make all the difference between a positive customer experience and…

The UK is a Nation of Experience Sharers and Email Enthusiasts

Margot Friday 5 May No Comments

The CCMA’s new landmark study Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations reveals that the UK is “a nation of experience sharers and email is its predominant channel of choice,…

What Does Good Look Like in Today’s Contact Centres?

Gareth Thursday 9 September No Comments

Whether for a newly-appointed head of operations or an experienced director evaluating which areas of an organisation deliver most value, establishing what represents excellence in the contact centre has always…

The Generational Divide: How Age Shapes Contact Centre Expectations

Gareth Friday 9 September No Comments

Far from being a uniform experience, the way customers perceive and engage with contact centres is shaped by a range of factors. For instance, their age remains fundamentally critical. And…

Early Colleague Involvement – the Key to AI Success?

Gareth Friday 12 December No Comments

Across the first two events in the CCMA's How to...Succeed with AI roadshow series, one message has resonated louder than others: organisations that involve their frontline colleagues early in AI…

Does Contact Centre Fraud Need a Rethink?

Gareth Friday 11 November No Comments

Fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, targeting multiple organisations at once and using the contact centre as their entry point.…

Insight Category: Insight

Supporting Your Contact Centre Teams During Hot Weather

DEIB: Building a Future-Ready Diverse Workforce

Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations

The Contact Centres Turning Ambition into Action

Supporting Vulnerable Customers is the Right Approach – and Provides a Strategic Advantage

The UK is a Nation of Experience Sharers and Email Enthusiasts

What Does Good Look Like in Today’s Contact Centres?

The Generational Divide: How Age Shapes Contact Centre Expectations

Early Colleague Involvement – the Key to AI Success?

Does Contact Centre Fraud Need a Rethink?

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