Announcing our partnership with the CCMA

CCMA tkg

The Knowledge Group is delighted to announce our continued partnership with the CCMA (Call Centre Management Association), aimed at supporting buyers in the outsourcing and contact centre industry.


Our partnership

At The Knowledge Group, we are proud to support organisations looking to outsource all or part of their contact centre and key business functions. By working with the CCMA, we aim to showcase the capabilities and expertise of the industry, guide leaders on sourcing and managing outsourcing partners, and provide practical insights on trends and developments within the sector.

Following on from our successful partnership with the CCMA beginning in 2023, we are proud to be continuing our work to highlight the strengths of the outsourcing and contact centre sector.

Our work together so far  


The UK Contact Centre Outsourcing Report

In collaboration with the CCMA, we launched The UK Contact Centre Outsourcing Report in 2023. Our comprehensive and insightful report brings together key sectorial trends, a real time overview of suppliers and their capabilities in the market, and great advice on how to source a new partner. It shines a light on the strength of the UK market and delves into the impact of emerging and ongoing trends, including global outsourcing, digital transformation and evolving working models. For those already outsourcing or potentially considering it, it’s a vital tool to understand how to outsource effectively.

To download the report, follow this link.

Contact Centre Outsourcing Summit

The Contact Centre Outsourcing Summit, new for 2023, was an interactive day aimed at bringing together in-house contact centre leaders. The summit was an opportunity for attendees to gain advice from other leaders in the industry and discuss the best ways to source new outsourcing providers, develop strong partnerships and tackle key challenges. Throughout the day, attendees took part in interactive roundtable discussions, heard from industry experts, gained insights from case studies, and shared best practice. It also saw the launch of The UK Contact Centre Outsourcing Report, a great takeaway for attendees to gain practical insights and learn more about the sector. Prior to the event, we also hosted a LinkedIn Live between tkg’s Co-Founder, Spencer Brooks and CCMA’s CEO, Leigh Hopwood, where they discussed the state of the outsourcing sector.

European Contact Centre and Customer Service Awards 2023 

The Knowledge Group is proudly sponsoring this year’s European Contact Centre and Customer Service Awards. The awards ceremony is the longest running and largest awards programme in the European customer contact industry. This year, the ECCCSAs will recognise organisations across Europe that are leading the way in Operational Excellence, Employee Experience and Customer Experience. We are very much looking forward to an evening celebrating the strength of the industry and wish all the finalists good luck!

Our partnership in 2024

Due to the resounding success of our partnership so far, The Knowledge Group is delighted to be continuing working with the CCMA on an even bigger programme in 2024. We are delighted to be launching another report on Contact Centre Outsourcing and collaborating on the 2024 Contact Centre Outsourcing Summit. We will also be hosting a series of events all focused on outsourcing, including an online seminar, two outsourcing Special Interest Groups and a session at the European Contact Centre and Customer Service Exchange. We will also be proudly attending and sponsoring next year’s UK National Contact Centre Conference and the European Contact Centre and Customer Service Awards 2024.

tkg’s Co-Founder, Spencer Brooks said,

“At The Knowledge Group, we are committed to supporting our customers to deliver the best outcomes. Whether that is finding the right outsourcing partner or supporting them to optimise their partnership going forward, we believe in finding a tailored solution that is right for them. By working with the CCMA, we’re delighted to be able to showcase what the industry has to offer and provide them with best practice and up-to-date expertise and insights.” 

CCMA’s CEO, Leigh Hopwood commented,

"We are thrilled to continue our partnership with The Knowledge Group in 2024 and build on the great success of this year. Looking back on 2023, we have achieved impressive strides in advancing the industry's best practices and knowledge, and we are excited to continue working with The Knowledge Group in the future."

About CCMA

For nearly 30 years, the CCMA (Call Centre Management Association), as the longest established contact centre industry body, has been dedicated to supporting contact centre leaders across the UK. Founded on the principles of sharing best practice and networking to improve skills and knowledge, the CCMA is a thriving community that represents leaders from a huge cross-section of the industry. Please follow the link here to view CCMA’s website.

We will both be releasing further information about our events in the year to come, so keep an eye on our websites and social media pages for more information.

If you'd like to find out more about how we can support you, please get in touch with us today.

Talk to us directly.

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