Our Vision, Our Values

We are passionate about customer service. In collaboration with our members, we develop products that assist organisations, in all sectors of the economy, embrace the value of customer contact across every communication channel. Understanding the needs of our profession and responding to the challenges of delivering a great customer experience is what matters most to CCA.

CEO Blog


What's the question again?

I suspect many of you felt as I did on hearing the General Election news - head under a duvet and please make it all go away! Or maybe Netflix to block out the incessant verbiage from the informed and not so well informed on 24/7 news. The announcem...

Heroes and Zeroes

The death of Arnold Clark aged 89, Britain’s first £billion car sales business evoked an outpouring of warm tributes from politicians, employees and business leaders. A life well lived, a business well-run, a passion for his product, his ...

It's only words

This week the Prime Minister and others expressed outrage at the apparent omission of the word 'Easter' from 'egg' from none other than the National Trust and Cadbury - except the omission wasn't really a deliberate omission, but a bit of a drama abo...
Read more in our blog section

Upcoming events

May 2017

Convergys, Loughview, 209 Airport Road West, Belfast, BT3 9EZ
With more customer journeys now starting in digital channels, agents are increasingly an escalation for failed digital service. We will explore how the channel mix is changing and the impact this is having on the role of assisted support. The sessions will share industry insights and best practice in relation to the changing role of contact centres in the digital age and learn how Convergys is applying its CX2020 Framework to shape the future.

CCA HQ, Glasgow
This interactive workshop, in association with Oracle will include: hands-on experience of mapping customer journeys; use of maps to diagnose customer experience issues and identify opportunities; designing experiences that meet your customer expectations and deliver business value.

CCA HQ, Glasgow
Leverage better partnerships and define win-win contracts in the BPO market-place. A forum focusing on the challenges and opportunities facing organisations that oursource all or part of their customer contact operations currently, or that are considering doing so in the future.

June 2017

RBS 250 Bishopsgate, London
Following the success of CCA Convention 2016, we are continuing the agenda with our newly launched London Convention 2017!

Central London
Anne Marie Forsyth, CCA Chief Executive, will be moderating this practical one-day conference. Endorsed by CCA, it is tailored for those working in travel, including large, medium and small firms. It will look at ways to improve your customer service strategy, engage your workforce and improve communication across all channels.

Find out more in our events section

Latest Activity

The Digital Advantage

CCA Global and ITN Productions Cross The Digital Divide

Watch the preview video


Why CCA?

Contact the Team to find out more