Insight Archives - Page 2 of 5

BPO Briefings: Keeping Up with the Pace of Change

Gareth Tuesday 2 February No Comments

The CCMA’s latest BPO Briefing, supported by The Knowledge Group (TKG), brought together senior leaders from across the UK’s BPO sector for an open and candid conversation. The mood was…

Before the Bot: Why a Framework for AI Adoption is Crucial

Gareth Wednesday 2 February No Comments

The contact centre industry is awash with conversation about AI – what it can do, the exponential speed at which it’s evolving, and which companies are leading with the most…

Watch: Contact Centre Predictions for 2026 and Beyond 

Nancy Thursday 1 January No Comments

What lies ahead for the contact centre industry according to those leading the charge? In this online seminar, we explored the trends, challenges and opportunities shaping the next era of…

To You and Your Frontline – Making a Difference When it Matters Most

Gareth Tuesday 12 December No Comments

Far from starting to wind down for the festive period, many of your contact centres are currently gearing up - for what is often one of the busiest times of…

Knowledge Management: Digging into the Detail

Gareth Thursday 12 December No Comments

Knowledge management continues to be a vital theme, with CCMA members actively engaged in discussions around best practices across several events and online platforms in recent weeks. As contact centres…

The Big Switch Off: Is Your Organisation Prepared?

Gareth Friday 1 January No Comments

A major change to UK telecoms that will have a significant effect on contact centres and their customers is now just 12 months away, By January 2027, the Public Switched…

National Contact Centre Day – How Will You Be Celebrating?

Gareth Friday 12 December No Comments

For more than 30 years, the CCMA has proudly championed the vital role of UK contact centres - celebrating achievements, connecting professionals and sharing best practices. By getting involved in…

Why Building a Leadership Pipeline Matters More Than Ever

Gareth Monday 9 September No Comments

With the skills requirements in contact centres shifting at a rapid rate, many roles are being redefined and there is a heightened demand for leaders, at every level. Providing access…

The New Core Competencies: How Technology is Redefining Contact Centre Skills

Gareth Tuesday 8 August No Comments

As artificial intelligence and automation are now handling routine queries that once dominated frontline operations, the skills required in contact centres are evolving in exciting new directions. Insights from CCMA’s…

Watch: Future-Proofing Your People Strategy

Gareth Thursday 5 May No Comments

Contact centre leaders today are grappling with profound shifts brought about by political, economic and technological change. These shifts necessitate a substantial re-thinking of operations, not least of which include…

Insight Category: Insight

BPO Briefings: Keeping Up with the Pace of Change

Before the Bot: Why a Framework for AI Adoption is Crucial

Watch: Contact Centre Predictions for 2026 and Beyond

To You and Your Frontline – Making a Difference When it Matters Most

Knowledge Management: Digging into the Detail

The Big Switch Off: Is Your Organisation Prepared?

National Contact Centre Day – How Will You Be Celebrating?

Why Building a Leadership Pipeline Matters More Than Ever

The New Core Competencies: How Technology is Redefining Contact Centre Skills

Watch: Future-Proofing Your People Strategy

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