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Discover and explore our CCMA content collection, including articles, blogs, news stories, case studies, resources and more.

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New Research Highlights the Challenges of Future-Proofing

New Research Highlights the Challenges of Future-Proofing

Contact Centre Frontline Salaries Up by 11%

Contact Centre Frontline Salaries Up by 11%

Big Celebrations as Winners Announced at the ECCCSAs

Big Celebrations as Winners Announced at the ECCCSAs

2024 UK National Contact Centre Award Winners Announced

2024 UK National Contact Centre Award Winners Announced

Winners of 2024 UK National Contact Centre Awards Announced

Winners of 2024 UK National Contact Centre Awards…

CCMA Releases New Data Research Report

CCMA Releases New Data Research Report

UK National Contact Centre Awards 2018 Open for Nominations

UK National Contact Centre Awards 2018 Open for…

UK National Contact Centre Conference

UK National Contact Centre Conference

AI Readiness: Lessons From the CCMA Tech Summit

AI Readiness: Lessons From the CCMA Tech Summit

Record-Breaking Year for CCMA’s UKNCCA 2024 as Finalists Announced

Record-Breaking Year for CCMA’s UKNCCA 2024 as Finalists…

New Report Into UK BPO Trends

New Report Into UK BPO Trends

UK National Contact Centre Conference

UK National Contact Centre Conference

ECCCSA Shortlist Announced

ECCCSA Shortlist Announced

The UK National Contact Centre Conference

The UK National Contact Centre Conference

The Impact of Contact Centre Fraud

The Impact of Contact Centre Fraud

ECCCSA 2017 Awards Ceremony

ECCCSA 2017 Awards Ceremony

Research Reveals Concerns About AI Deployment 

Research Reveals Concerns About AI Deployment 

New Research Suggests Consumer Confidence Is Recovering

New Research Suggests Consumer Confidence Is Recovering

Less Than 50 Days Until Entries Close for 2016 European Awards

Less Than 50 Days Until Entries Close for 2016 European…

Empowering People – CCMA Interview With Stephen Yap

Empowering People – CCMA Interview With Stephen Yap

Consumers Still Divided on Positivity of AI in Customer Service

Consumers Still Divided on Positivity of AI in Customer…

BT Consumer and Genesys Win Silver Innovation in Customer Service Award

BT Consumer and Genesys Win Silver Innovation in…

Empowering People – CCMA Interview with Leigh Hopwood

Empowering People – CCMA Interview with Leigh…

Consumer Perception and the State of Service Trends

Consumer Perception and the State of Service Trends

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise