London (14^th July 2020) – The Call Centre Management Association (CCMA), has announced a research partnership with Puzzel, a leading Contact Centre as a Service (CCaaS) provider, to explore the evolution of the contact centre industry. The research programme will launch later this month and explore the future direction of the industry, the strategic role of the contact centre and the development of new operating models.

The CCMA is the longest established contact centre industry body and through this initiative will be extending its support to members, further enhancing its role in the industry. The research partnership with Puzzel will bring together a panel of senior contact centre leaders from different vertical sectors across the UK customer contact community. The group will investigate the fast-evolving role of the contact centre in the post Covid-19 economy and the critical role the industry will play in supporting businesses at a time when positive customer experience is paramount.

Commenting on the partnership and launch of the programme, Leigh Hopwood, CEO at the CCMA, said: “There can be no doubt that businesses must adapt to the challenges and opportunities posed by Covid-19. The contact centre industry has seen a surge in customer interactions both digital and voice, whilst successfully managing a significant shift to homeworking. Now is the time for the CCMA to partner with a forward-looking provider to examine the impact of this and to provide guidance to members and the wider industry.”

Børge Astrup, CEO at Puzzel said: “Today’s consumers do not differentiate the experience they receive from the contact centre, from the brand and products they sell. We believe it’s our job to ensure that we’re supporting the industry with the understanding and tools that enable them to deliver on this expectation. By drawing on the CCMA’s membership and bringing together leaders in the industry, it’s our intention to create a blueprint that will guide not just the contact centre industry but the wider UK customer economy through the turbulent times that lie ahead.”

For more details on the partnership and to register for updates on the research please visit https://www.ccma.org.uk/insight/evolution-of-the-contact-centre/ 

About the CCMA

The CCMA (Call Centre Management Association) is the longest established association representing the contact centre industry in the UK.  The membership organisation supports contact centre leaders through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training. Its aim is to offer timely and impartial advice to its members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments.

For more info, visit www.ccma.org.uk.

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About Puzzel

Puzzel is the leading European Contact Centre as a Service (CCaaS) provider. Puzzel offers a native cloud, fast to deploy and easy to use Customer Service Platform for contact centres of all sizes. The Puzzel Platform consists of a fully integrated omni-channel and artificial intelligence enabled Contact Centre solution, advanced email and Ticketing and Workforce Management.  In addition, customers can personalise the Platform using technology partners from the Puzzel Marketplace. Puzzel was recognized as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Center as a Service in Western Europe for the fifth consecutive year, reflecting its rapid growth, functional breadth, product innovation and commitment to customer service and support. For more information, please visit www.puzzel.com.