Archives: Insights

Revolutionising BPO Workforce Management

Revolutionising BPO Workforce Management

The DDC Group is a global BPO and Customer Support service provider, with 35 years of experience delivering outcome-based services from a range of global locations. Trusted by international brands,…
Read more
Feedback Loop

Feedback Loop

Reed in Partnership faced quite a challenge in their customer feedback collection process. They relied on bi-annual surveys to gather insights and measure their Net Promoter Score (NPS), a method…
Read more
Increasing Customer Satisfaction

Increasing Customer Satisfaction

Tai Calon Community Housing, the largest non-profit housing provider in Blaenau Gwent, has faced a number of challenges. These included financial pressures, limited resources, the transition to hybrid working, and…
Read more
CX Landscape Report 2023

CX Landscape Report 2023

Revealing the CX industry’s insights into how today’s organisations gather and utilise customer data to effectively overcome challenges, maximise opportunities for better experiences, and drive improved business outcomes across the…
Read more
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.

Contact Us

© 2026 Contact Centre Management Association. All rights reserved.
Reg No: 5799326