CCMA | Contact Centre Management Association

🚨 Research launch this Thursday! 🚨 Don't miss our upcoming research launch on Thursday, as Stephen Yap, CCMA's Research Director, reveals the findings of our lastest research, The Impact of Technology and Economic Shifts on UK Consumers, from 12:00 - 13:00 on Zoom. Register here 👉 https://lnkd.in/ewb96kjR Stephen will lead a discussion on how your colleagues may really be feeling about the future, tapping into: 🔍 Perceptions on the impact of technology on work 💼 Confidence in job security and changes in workload 💡 Opportunities for learning and development. Joining Stephen are industry leaders, Matthew H., Performance Director for Customer Contact at Nationwide Building Society, Carl Bishop, Head of Operational Excellence at The AA, Darren Allwright, Head of Supporter Engagement at Compassion UK, and Frank Sherlock, VP International at CallMiner. #Research #Technology #Economy #AI #Automation #UKConsumer

What does the future of the contact centre industry look like? Today was an opportunity to find out what senior leaders think when we hosted our first of three roundtables dedicated to this very question. The conversation started with some challenging statements from Charlie Whitworth, KPMG. And concluded that people still play a fundamental, if not an increasingly important role in customer contact. The speed and depth of AI adoption depends on many factors, but wont totally transform the landscape as quickly as some suggest. Thank you Genesys for supporting us as we unlock industry thinking on this important conversation. Leigh Hopwood Stephen Yap Keith Fulford w

🎙 CareerTalk is LIVE this Friday from 12:00 on LinkedIn! Join Leigh Hopwood, CEO at CCMA, as she chats with Jayne Lawrenson, Director of Customer Services and Operational Support at Liberata. They’ll be talking all about Jayne’s impressive career journey and the moments that have shaped her path. And did we mention? Liberata are finalists in THREE categories at this year’s UK National Contact Centre Awards! An amazing achievement 👏 Tune in for an inspiring lunchtime conversation. #CareerTalk #Leadership #CustomerService #CareerJourney #ContactCentre

How are you tackling social mobility? Join the conversation! 🗣️ CCMA members are invited to join an engaging roundtable discussion on Wednesday 7 May, from 12:00 - 13:30, exploring how organisations are prioritising social mobility within their Diversity, Equity, Inclusion and Belonging (DEIB) strategies. Lucie Child, Head of Customer Care Strategy, Planning & Controls at The Very Group, is hosting this Special Interest Group, where you'll discuss: ✅ Attracting diverse talent from all socio-economic backgrounds ✅ Adaptive learning and development strategies ✅ Benefits and employee support programmes ✅ Creating inclusive and engaged work environments ✅ Clear career progression pathways And hear from John Hoddinott, Diversity & Inclusion Lead at Admiral Group Plc, as he shares insights from their award-winning DEIB journey 🏆 Register your place here (members only): https://lnkd.in/edbJ9wrb Kate Law

Bracknell Forest Council needed a smarter way to support its fast-growing population and improve its out-of-hours emergency service 💡 Their Emergency Duty Service team needed a solution to streamline workflows, enhance data security and reduce manual processes. The result? A secure, efficient system that: ✅ Automates routine tasks to free up time for critical cases ✅ Enhances data compliance and reporting ✅ Supports over 9,000 cases per year with better accessibility & service See how BFC transformed its emergency response. Read the full case study: https://lnkd.in/eNX5cWhu Netcall

🔍 With technology reshaping workplaces and economic pressures rising, how is the UK workforce adapting? Join us on Thursday 10 April, from 12:00 – 13:00, as CCMA’s Research Director, Stephen Yap, will reveal the findings of our latest research, The Impact of Technology and Economic Shifts on UK Consumers, to understand the views of working people. We’ll explore: 👉 Perceptions on the impact of technology on work 👉 Confidence in job security and changes in workload 👉 Opportunities for learning and development Stephen will be joined by industry leaders, Matthew H., Performance Director for Customer Contact at Nationwide Building Society, Carl Bishop, Head of Operational Excellence at The AA, Darren Allwright, Head of Supporter Engagement at Compassion UK, and Frank Sherlock, VP International at CallMiner, as they discuss these findings and how to better manage expectations and change. Register your place here: https://lnkd.in/ewb96kjR

🚫 Burnout doesn’t just impact your team’s wellbeing, it affects service quality, engagement and resourcing costs. Join us at our CONNECT event taking place on Tuesday 10 June, from 09:30 – 13:30, as we bring industry leaders together to explore how to anticipate and manage burnout effectively. Hosted at The Very Group in Liverpool, here’s what you can expect: 👉 Engage in an open mic session on how your frontline colleagues are handling complex conversations, and predictions on potential causes and the impact of burnout, with Kate Law, Membership and Learning Director, CCMA. 👉 Hear from Sara Hatta (ACC), Accredited Coach and Wellness Professional at Infinite Changes Ltd, on the vital role of being a compassionate leader in preventing burnout. 👉 Listen to a panel debate on how brands forecast burnout within their business strategies to retain valuable and skilled talent, with Rula Samara-Sellers, Head of Customer Experience at Novuna, Anthony Costigan, Senior Manager Large Customer Service Centre at Bupa, and Luke O., Senior Insight Manager at The Very Group. 👉 Engage in a roundtable discussion, led by Matt Rumins at Intradiem, on diagnosing the early signs of burnout and whether leaders are equipped with the tools to address it. Register your place here: https://lnkd.in/e5PtpTwy

🚀 The insurance industry is evolving faster than ever - digital transformation, AI, and customer-centric strategies are reshaping the landscape. Our latest Leadership Series report, supported by Concentrix, uncovers the trends, challenges and opportunities shaping the future and the role of leadership in driving transformation. Download the full report now to read more 👉 https://lnkd.in/gwF7AzgU #DigitalTransformation #Leadership #AI #DownloadNow

🌟 March Highlights at CCMA 🌟 March has been a busy and exciting month for us! Here’s a look at what we’ve been up to: ✅ Hosted a CONNECT event at UCAS in Cheltenham, bringing industry professionals together to learn and network ✅ Held two Leadership Forums at the House of Lords, discussing diversity and building an operation to accelerate business transformation ✅ Ran an insightful CareerTalk session with Stephen Reid at IKEA, supporting career growth in the industry ✅ The CCMA team gathered for our first team meeting of the year – planning for an exciting year ahead! ✅ Met with the Contact Centre Standards Framework Advisory Board, shaping the future of industry best practices ✅ Last but not least, we revealed the finalists for the UK National Contact Centre Awards 2025! It’s been a fantastic month, and we are already looking forward to an even bigger April 🚀 Leigh Hopwood Kate Law Chrissie Spencer Jackie Pringle Gemma Dare Naomi Vaughan Stelize Buencochillo ACIM Colette Moss Melanie Lomax Laura Farrell Rachel Kallas Pauline Ashenden Stephen Yap

📞With scams becoming increasingly sophisticated, how can organisations ensure their customers feel safe and secure? Join us for an online seminar on Thursday 24 April, from 12:00 – 13:00, as Leigh Hopwood, CEO at CCMA, explores how to bolster your contact strategy to better set customer expectations and increase contact success. We’ll look at: 👉 How your contact strategy ensures you speak to a customer every time 👉 How you manage callbacks to optimise answer rates 👉 Where in your customer journey are you at risk of losing brand loyalty 👉 The cost of inefficiency and losing customers. This discussion brings together industry leaders, Jasmin Wheeler, Customer Experience Lead at John Lewis & Partners, James Wilson, Head of Business Banking Financial Assistance at Barclays and Paul Carradice, Regional Contact Operations Manager at Hidden Hearing. You can register your place here: https://lnkd.in/exPY5-Sm Hiya Inc.