More than 20 leading brands marked their achievement of CCA Global Accreditation for Customer Experience© today at a celebratory event in Glasgow.
More than 20 leading brands marked their achievement of CCA Global Accreditation for Customer Experience© today at a celebratory event in Glasgow.
Catch up on the first CCA Women in Leadership session of 2024.
More than 20 leading brands marked their achievement of CCA Global Accreditation for Customer Experience© today at a celebratory event in Glasgow.
Forget chatbots, generative AI is here. This groundbreaking technology creates human-quality text, images, and code - and it's transforming customer service. Download our report to discover the reality of AI adoption, its potential to enhance experiences,
Customer experience is king, but can your in-house team handle it all? This article explores why outsourcing customer service is no longer a nicety, but a 'must-have' for success.
Customer experience is a top priority across industries, but how do you keep up? This article explores the key trends impacting CXM in Finance, Telco, Retail, and Utilities.
Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.
AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.
Since 1900, the UK has seen 9 recessions while US has waded through 23. Since the end of World War II, there have been 4 global recessions. And we're currently in the middle of another drastic economic downturn. If there was ever a need for good leadershi
Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.
CCA Global, a leading authority in customer service and experience, is set to co-host a major event alongside The Knowledge Group (tkg), in Edinburgh on 21 February, focused on the future of outsourcing, technology, and customer service.
Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.
This Whitepaper explains why you will need to rethink standard recording practices that were established long before AI-powered voice analytics were a possibility, empowering you to gain a competitive advantage and see the real benefits from a conversatio
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other.
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
Announcing the shortlist for the 2024 Excellence Awards!
As we work our way through the evolving landscape of talent acquisition, understanding how organisations strategically choose candidates becomes essential for success.
With an illustrious 27-year tenure at Skipton Building Society, Claire Davey is the epitome of dedication to customer service excellence.
The latest session, on 7th November, will be led by CCA's CEO, Anne Marie Forsyth, and co-facilitated with market expert, David Rumble, co-founder of The Knowledge Group.
CCA is delighted to announce a new partnership with The Knowledge Group to showcase the strength and capabilities of suppliers within the BPO and outsourcing market.
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