Archives: Insights

The UK Contact Centre Outsourcing Report 2025

The UK Contact Centre Outsourcing Report 2025

Explore the 2026 edition here. In its third year, the UK Contact Centre Outsourcing Report provides a comprehensive analysis of the UK’s strong and ever-evolving Business Process Outsourcing (BPO) industry.  …
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The Importance of Developing your People

The Importance of Developing your People

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…
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Supporting Colleagues and Team Members With ADHD

Supporting Colleagues and Team Members With ADHD

In this episode of Informer, Chris talks to founder of Adeptina and training facilitator for the Neurodiversity Training Academy, Tina Squire about the impact of Attention Deficit Hyperactivity Disorder (ADHD)…
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Trends in Contact Centres and Customer Support

Trends in Contact Centres and Customer Support

Customer service operations are now forced to pivot to completely new ways of working. Advances in technology, rising customer expectations, and new-found employee empowerment are placing fresh and demanding challenges…
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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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