CCMA | Contact Centre Management Association

Today's Outsourcing Special Interest Group, supported by The Knowledge Group, sparked some fantastic discussions on maintaining quality and performance when working with outsourced providers. We explored how businesses can ensure their brand values and regulatory requirements are upheld, the importance of aligning performance metrics with organisational objectives, and the role of consequence management in sustaining high performance. A huge thank you to Spencer Brooks and Samantha Ramsden from The Knowledge Group for sharing their expertise, offering practical strategies and providing valuable insights into strengthening outsourcing partnerships. And of course, a big thank you to everyone who joined the session, your contributions made for an incredibly engaging and thought-provoking discussion! What was your biggest takeaway from the session? #CCMA

?? Contact Centre Trends to Watch in 2025 ?? The contact centre industry is on the brink of a transformative year. With evolving customer expectations, AI integration and shifting workforce dynamics, leaders are rethinking strategies to stay ahead. We’ve brought together senior industry experts to uncover the key trends shaping 2025, from the rise of Gen Z in the workforce to the future of outsourcing and the shift towards hyper-personalisation. Want to stay ahead of the curve? Dive into our latest article and explore what’s next for the industry. Read more here: https://lnkd.in/e3znb5C7 #ContactCentre #CX #CustomerExperience #AI #WorkforceTransformation #BusinessGrowth #FutureOfCX #CCMA

?? Building Trust in Your Brand Through Customer Contact ?? With scams on the rise and consumer trust more fragile than ever, how can organisations ensure their customers feel safe when engaging with them? Inspired by BBC’s Scam Interceptors, this online seminar will explore where customer contact strategies break down and how to strengthen them to build confidence and protect brand loyalty. On Thursday 24 April 2025, from 12:00 - 13:00, CCMA CEO Leigh Hopwood will be joined by Paul Carradice, Director of Contact Centre at Hidden Hearing and other industry leaders to discuss how brands can optimise their contact strategies, improve answer rates and eliminate inefficiencies that erode trust. Join us for this insightful session and gain actionable strategies to protect both your customers and your brand. Register now: https://lnkd.in/exPY5-Sm #CustomerTrust #CX #ContactCentre #CustomerExperience #BrandLoyalty #FraudPrevention #BusinessGrowth #CCMA

Join us this Friday 8 March from 12:00 for an exclusive CareerTalk hosted by Leigh Hopwood, CEO of CCMA | Contact Centre Management Association. We’re excited to welcome Stephen Reid, Country Remote Customer Meeting Point Manager at IKEA, as he shares insights into his career journey and what it takes to lead in a dynamic retail environment. ???? Whether you're building your career in customer service or looking to step into leadership, this is a conversation you won’t want to miss! ?? Follow us to be notified when we go live! #CareerTalk #ContactCentre #Leadership #CCMA #CustomerExperience

Join us at the Contact Centre Operational Excellence Summit 2025!??? On Wednesday 9 April, we’re bringing together operational leaders from across the industry for a day dedicated to driving excellence in contact centres. Held at Hotel VOVO in Manchester, this event is designed to equip you with the knowledge, strategies and insights to build high-performing, efficient and fully compliant operations, all while fostering a highly engaged workforce. Throughout the day, you’ll hear from industry experts, take part in thought-provoking discussions, and explore the latest trends shaping operational success. From the role of technology in enabling excellence to the impact of compliance and performance-driven metrics, every session is packed with valuable takeaways. Plus, with plenty of opportunities to network, you’ll connect with like-minded professionals who share your passion for creating thriving contact centre operations. ??? Free for CCMA members and just ￡99+VAT for non-members. ?? Secure your place today: https://lnkd.in/e3ueXaFK #CCMA #ContactCentre #OperationalExcellence #CX #CallCentre #Leadership #BusinessPerformance #Networking #Compliance #Technology #CustomerService #FutureOfCX

As February comes to an end, let’s take a moment to reflect on what an incredible month it has been for our members! ? With a year full of exciting events, inspiring conversations and valuable opportunities ahead, we’re thrilled to continue creating spaces for our members to learn, celebrate, and connect. And February was just the beginning. With some of our first events of the year, let’s recap on what we’ve been up to: ???? ???CONNECT Event:?Kate Law and Melanie Lomax joined our members at Marcus by Goldman Sachs in London for an inspiring day with Odigo, where we explored how empowering frontline teams, embracing technology, and staying ahead of emerging customer expectations. ???Online Seminars:?Leigh was joined by industry experts, Andy Cook, Daniel Edwards and Hamish Cliff where they shared their expertise and real world examples of how proactive contacts within the contact centre can drive CX and efficiency. ???CareerTalk:?Leigh welcomed Claire E., Head of Contact Centre Operations at TUI, who shared her inspiring journey in the contact centre industry. ?? Best Practice Visit: Celebrating their success at the UK National Contact Centre Awards, Motorway welcomed Kate, Stelize and our members into their contact centre and shared their innovative approach to employee engagement, operational efficiency and customer experience ???Special Interest Groups: Members shared insights and engaged in meaningful discussions across a variety of industries in our Quality, Complaints and Resource Planning SIGs. ????Members Dinner: Leigh hosted an exclusive dinner with The Knowledge Group and our members, sparking insightful conversations about how the industry is stepping up to support colleagues. A night of great food, even greater discussions and a shared commitment to making a difference! ?? 2025 is off to an electrifying start, packed with opportunities for collaboration, learning and growth! And with March just around the corner, we’re gearing up for even more exciting moments. Stay tuned! Want to be part of this incredible community??Find out how CCMA membership can unlock a world of benefits ??https://lnkd.in/dEmwuFj Chrissie Spencer Colette Moss Gemma Dare Jackie Pringle Kate Law Laura Farrell Leigh Hopwood Melanie Lomax Rachel Kallas Stelize Buencochillo Stephen Yap Naomi Vaughan

??? Reflecting on an inspiring Best Practice Visit to Motorway in Brighton! Motorway is making headway in the contact centre industry, showcasing innovation, employee engagement and a relentless commitment to customer service. We were privileged to hear from three silver UK National Contact Centre Award winners, who shared their invaluable insights: ??Cameron Croxson on transforming WFM and employee engagement ?? James Tiltman on how complaints drive meaningful change ?? Zoe Muddle on enhancing quality to improve customer experience From exploring their cutting-edge WFM system to discovering how complaints fuel improvements, every session offered practical takeaways for our members. Huge thanks to the Motorway team for their hospitality and for sharing their journey with us. #ContactCentre #BestPractice #CustomerExperience #CCMA #Motorway Kate Law Stelize Buencochillo

?? That’s a wrap on our Proactive Contact = CX and Efficiency online seminar! ?? A huge thank you to our panel, Andy Cook from AXA Health, Daniel Edwards from Cadent Gas Limited and Hamish Cliff from Business Systems, for joining Leigh Hopwood and sharing their expertise and real-world examples on how proactive contact can drive CX and efficiency. Key takeaways: ? Customers value proactive engagement, when it benefits them. ? The right channel matters, know your audience and how they prefer to engage. ? A structured approach to proactive contact can reduce inbound demand, improve CX, and drive loyalty. ? Compliance is key, understanding GDPR implications is crucial. Thank you to Business Systems for supporting us. Did you miss the session? Not to worry, the recording can be watched here: https://lnkd.in/evXVR-bx Share your biggest takeaway in the comments! #CustomerExperience #ProactiveContact #ContactCentre #CCMA #BusinessSystems Lorna Bradford

Have you seen? Our CEO, Leigh Hopwood will be hosting the ECCA | European Customer Contact Alliance Exchange. A two-day virtual event where Gold winning organisations from the European Contact Centre & Customer Service Awards (ECCCSA) 2024, will be sharing first-hand insights into the innovations, strategies, and best practices that set them apart. Register here to join for two-days of inspiring, insightful discussions from the best in Europe! https://lnkd.in/dRF8NDpR #CCMA

?? We are at Motorway today for an exclusive CCMA Best Practice Visit and what a line up we have! Motorway is redefining excellence in the contact centre industry with its innovative approach to employee engagement, operational efficiency and customer experience. This visit brings CCMA members face-to-face with award-winning leaders who are driving real transformation. Hearing firsthand from three silver UK National Contact Centre Awards winners is an incredible opportunity to gain actionable insights and see best practices in action. #CCMA #ContactCentreExcellence #BestPractice #CustomerExperience #Leadership #Innovation Kate Law Stelize Buencochillo Zoe Muddle