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


Dancing with Doris

As storm Doris hit the UK shores yesterday I was feeling a tad smug that I had chosen Gatwick to fly to from Glasgow, rather than other airports as my flight seemed to be going as others were severely delayed or cancelled. My smugness was short lived...

Old chestnuts

It's been a busy and enjoyable week meeting with members to finalise our programme for 2017, and making sure we have captured all the current hot topics. There's been a sense of 'deja vu' too, issues that used to dominate the agenda 10 years ago are ...

Who said winning isn't everything?

There’s a modern mantra that says winning isn’t everything – it’s the taking part that counts! That’s all well and good when perhaps we are trying to encourage our children and young people to have the confidence to part...
Read more in our blog section

Upcoming events

March 2017

CCA Global, Glasgow
Customer journey mapping and experience design are among the most powerful tools customer-centric organisations have. 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.

Join CX expert and Convergys' Chief Scientist, Dr John Georgesen who will reveal 4 steps that lead to low-effort experiences for your customers.

Novotel London West, London
Anne Marie Forsyth, CCA Chief Executive, will be leading a panel discussion at CCW Europe titled: Developing a digital strategy for your customer journey.

CCA, Glasgow
Let us help you prepare and plan for your Excellence Awards submissions. Winning case studies and input from Barclays and NHS24

April 2017

In this webinar you will learn how you can empower your agents to close cases faster, drive loyalty and increase core metrics in your organisation.

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