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Industry Council
CCA Research
CCA Industry Council drives the industry's research agenda by interacting to ensure research approach, debate and output provides the pathway for the future in terms of new thinking and strategies from across all sectors.
An initial meeting was held where 30 leading customer contact players from industry debated 'Changing the Rules'. From this debate a clear need was established to create 'Beyond Operational Efficiency' - a new vision for how customer contact centres should be repositioned within organisations, placing the customer at the heart of the business.
Expert academic and private sector facilitators draw on leading debate and invite participation from other recognised research houses and agencies to engage with Industry Council to ensure the group deliver leading edge analysis.
CCA members have unique access to the research outputs and opinions from this activity.
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