Infographic: Voice of the Contact Centre Consumer 2026
Our latest research highlights that customer service is improving, but vulnerable consumers feel they’re being left behind.
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CareerTalk with Morris Pentel
With a career spanning telecoms, outsourcing and financial services, Morris has been at the heart of change, technology and innovation in our industry for many years.
How Do We Plug the Sentiment Gap?
While most UK consumers feel customer service has improved, vulnerable consumers increasingly feel they’re being left behind.
Watch: Voice of the Contact Centre Consumer 2026
Explore the findings from Voice of the Contact Centre Consumer 2026, including changing customer expectations, digital inclusion, vulnerability and the future of customer experience.
Voice of the Contact Centre Consumer 2026
This year’s research examines whether customer service is genuinely improving and whether the shift to digital is creating a demographic divide.
CareerTalk with Imran Ahmed, Aura Global Solutions
Imran worked with major brands like AO, Telefonica, Capita, Tesco Mobile, O2 and Virgin Media before taking the leap to build something of his own.
The UK is a Nation of Experience Sharers and Email Enthusiasts
New CCMA research unearths the contact preferences of UK consumers, and identifies five distinct contact personas.
CareerTalk with Harj Johal, The AA
Harj has 30 years working in contact centres and customer relations within the UK insurance industry, for major brands including Direct Line.
How Does the EU AI Act Impact Contact Centre Leaders?
The EU’s AI Act is the first comprehensive AI regulation in the world – and many UK contact centres fall within its scope.
Informer – Creating a Culture of Health and Wellbeing in the Contact Centre
Dr Jillian Manner discusses how to put health and wellbeing theory into practice in your contact centre.