What's On

Latest news, insight & opinion from CCA

Future Contact Centre Customer

This research we are conducting in association with Kura focuses specifically on: - The biggest customer service challenges facing organisations - How challenges like reducing customer effort, improving quality and meeting the rising expectations of c

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Health and Well-being Report

This survey of over 1,000 people professionals provides valuable benchmarking data to help organisations evaluate and improve their health and well-being practices. It also aims to get under the skin of workplace policy and culture to give the profession

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Heroes and Zeroes

Last week seems like a year ago, and things that seemed unimaginable only a month ago are now part of our normal daily lives

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COVID-19: Week 2 - Views from the CCA Network

Many frontline agents are experiencing huge anxiety around leave allowances. In response, many businesses are updating and swelling leave policies in order to accommodate agents during the pandemic and cover not only sickness leave but allowances for self

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The Digital Game

One of our most challenging issues will be best supporting front-line managers whose responsibilities are very different from what they set out to be.

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