Insight Archives - Page 5 of 5

Second Telecommunications Fraud Charter: What It Means for Contact Centres

Gareth Friday 11 November No Comments

The UK’s contact centre and telecommunications sectors have taken a major step forward in the fight against fraud. The Second Telecommunications Fraud Charter, signed at the BT Tower by the…

Navigating BPO Procurement: Insights for Improved Transparency and Efficiency

Gareth Tuesday 6 June No Comments

While many not be aware, intermediaries acting as brokers in BPO procurement can lead to inefficiencies, inflated costs, and reduced transparency for both customers and suppliers. Customers often face delays…

The AI Journey – What a Key CCMA Data Source Tells Us

Gareth Friday 3 March No Comments

Tracking how UK contact centres are actually approaching their implementation of AI has been a key mandate for the CCMA for some time. It has also been the driving force…

Technology Procurement – Where to Start?

Margot Friday 5 May No Comments

Contact centre technology procurement has become an increasingly complex process. As customer expectations rise and operating models evolve, organisations are faced with an expanding ecosystem of platforms, point solutions and…

How Does the EU AI Act Impact Contact Centre Leaders?

Margot Wednesday 4 April No Comments

The EU Artificial Intelligence Act (EU AI Act) is the first comprehensive AI regulation in the world – and while the UK is no longer part of the EU, many…

The Importance of Developing your People

Stelize Thursday 4 April No Comments

In this online seminar, we explored how behaviour, mindset and meaningful development shape engaged teams, motivated colleagues and consistently strong outcomes. Hosted by Kate Knowles, Services Director, CCMA, the session…

Change at the top at the CCMA

Nancy Friday 6 June No Comments

Friday 5 June 2020, London. The CCMA has announced that Ann-Marie Stagg is stepping back from her role as Chief Executive of the longest established association dedicated to the UKs…

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…

Insight Category: Insight

Second Telecommunications Fraud Charter: What It Means for Contact Centres

Navigating BPO Procurement: Insights for Improved Transparency and Efficiency

The AI Journey – What a Key CCMA Data Source Tells Us

Technology Procurement – Where to Start?

How Does the EU AI Act Impact Contact Centre Leaders?

The Importance of Developing your People

Change at the top at the CCMA

CCMA appoints Research Director

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