BPO Briefings: Insights From a Transformative Year
Over the past year, the CCMA has brought together leaders from across the UK’s BPO community to explore the realities of operating in an environment defined by change.
CareerTalk with Rachel Hulme, Operational Support Manager, Liberata
Leigh speaks with Rachel Hulme, Operational Support Manager at Liberata about her varied career working for brands including Capita and Argos.
Watch: Your Contact Centre Can Stop Crime
We invited experts in fraud and crime prevention to tell us more about how we can stop crime.
CareerTalk with Hannah Ratcliff-Barnes, HSBC
Leigh speaks all things contact centre career with Hannah Ratcliff-Barnes, who is Social Media Lead for global banking giant, HSBC.
The Contact Centres Turning Ambition into Action
The annual UK National Contact Centre Conference took place on 30 September at Westminster’s QEII Centre, with the 2025 theme of ‘Built to Lead: Turning Ambition into Action’.
Supporting Vulnerable Customers is the Right Approach – and Provides a Strategic Advantage
Supporting your vulnerable customers creates meaningful connections, inspires confidence and drives lasting engagement.
CareerTalk with Brenda Beavon, Solutions Director, ArvatoConnect
Leigh speaks with Brenda Beavon, Customer Service Solutions Director at tech solutions business, ArvatoConnect.
What Does Good Look Like in Today’s Contact Centres?
The CCMA Benchmark programme has provided vital industry data for for UK organisations looking to assess their contact centre performance against 25+ core metrics.
CareerTalk with Jon Hall, Customer Experience Manager, Fibrus
Leigh speaks with Jon Hall, CX Manager at UK broadband provider Fibrus about his varied career in customer contact.
The Generational Divide: How Age Shapes Contact Centre Expectations
Insights from CCMA’s People Agenda SIG highlighted how technology is reshaping the skills needed for the workforce of tomorrow.