Raising the Standards in Contact Centres: A Vision for the Industry
By CCMA In today’s world, contact centres are more than just support hubs—they are the primary connection between customers and brands. Yet, despite their essential role, contact centres don’t always receive the recognition they deserve within organisations. I believe this is an area ripe for change, and raising standards across the industry will play a […]
DOWNLOAD: Navigating the AI seascape
AI has been a hot topic of conversation for the past 18 months, and the discussions around it continue to evolve. However, determining the best ways to deploy AI in the contact centre and maximise its benefits remains a challenge, even for the most advanced organisations. This CCMA research, supported by Route 101, offers a deep dive for […]
Contact Centre Standards Framework unveiled by CCMA
The CCMA (Call Centre Management Association) has launched a Contact Centre Standards Framework, designed to provide contact centres with a pathway to higher performance and operational excellence. It says the Framework will drive forward industry standards bat a time when the fast-paced business landscape means contact centre operations face continued pressure to deliver unparalleled customer […]
INFOGRAPHIC: CCMA celebrates 25 years as advocates of the contact centre industry
The Call Centre Management Association (CCMA) is marking a quarter century at the forefront of the UK contact centre industry. As the industry’s longest serving association, the CCMA says it has hundreds of members representing many of today’s leading brands, hosting both the UK National Contact Centre Awards and the UK National Contact Centre Conference. […]
