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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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Really Understand Why Your Customers Are Contacting You

Really Understand Why Your Customers Are Contacting You

The Contact Centre Manifesto – Don’t Do ANYTHING Until You Have Done These 10 Things!

The Contact Centre Manifesto – Don’t Do…

14 Ideas We Learnt at OVO Energy’s Contact Centre

14 Ideas We Learnt at OVO Energy’s Contact Centre

UK National Contact Centre Awards 2018 – Winners Announced

UK National Contact Centre Awards 2018 – Winners Announced

Call Centre Management Association (CCMA)

Call Centre Management Association (CCMA)

European Contact Centre and Customer Service Award Winners 2018

European Contact Centre and Customer Service Award…

UK National Contact Centre Awards 2016 – The Winners

UK National Contact Centre Awards 2016 – The Winners

Winners Announced at the UK National Contact Centre Awards 2023

Winners Announced at the UK National Contact Centre…

What Not to Miss at Call & Contact Centre Expo 2024

What Not to Miss at Call & Contact Centre Expo 2024

Contact Centre Trends to Watch in 2025: A Transformative Year Ahead

Contact Centre Trends to Watch in 2025: A Transformative…

UK National Contact Centre Awards Open for 2025

UK National Contact Centre Awards Open for 2025

Three Decades of Recognising Excellence in UK Contact Centres

Three Decades of Recognising Excellence in UK Contact…

CCMA Celebrates 25 years as Advocates of the Contact Centre Industry

CCMA Celebrates 25 years as Advocates of the Contact…

Is Technology in the Workplace a Blessing or a Curse?

Is Technology in the Workplace a Blessing or a Curse?

ECCCSA 2018 Finalists Announced

ECCCSA 2018 Finalists Announced

Early Bird Offer for ECCCSAs Finishes on 30 June

Early Bird Offer for ECCCSAs Finishes on 30 June

Are You Doing Enough to Protect Your Customers From Fraud?

Are You Doing Enough to Protect Your Customers From Fraud?

The UK National Contact Centre Awards 2024 Are OPEN!

The UK National Contact Centre Awards 2024 Are OPEN!

ECCCSA 2017 Shortlist Announced

ECCCSA 2017 Shortlist Announced

The ECCCSA Winners Are…

The ECCCSA Winners Are…

Change at the Top of the CCMA

Change at the Top of the CCMA

Consumers Returning to Assisted Channels

Consumers Returning to Assisted Channels

Finalists Announced for Contact Centre Awards

Finalists Announced for Contact Centre Awards

The ECCCSAs 2019 Winners Have Been Announced!

The ECCCSAs 2019 Winners Have Been Announced!

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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