CCA | Home

AWARDS & RECOGNITION

CCA Excellence Awards recognise outstanding performance and are the most highly coveted and respected awards in our industry

THOUGHT LEADERSHIP

A future focused insights programme supporting learning through collaborative research, expert opinion and case study

BENCHMARKING

Measure your business against the industry’s benchmark for customer service and align with service excellence

EVENTS & NETWORKING

Learn from leading academics, practitioners and experts; visit centres of excellence; and explore challenges and issues with like-minded colleagues

MEMBERSHIP

Join the CCA network to understand how you can deliver a better customer experience, improve standards of service and customer engagement

PARTNERSHIPS

Supporting collaboration, innovation and mutually beneficial partnerships between operators and suppliers in our market place

LATEST NEWS, INSIGHT & OPINION

Understand consumer trends, insights & tools to empower you to drive your service ambitions forward

PEOPLE

Who are the people behind CCA? The judging panel, CCA Standards Review Board, Industry Council Thought Leadership Forum and more

What we offer

CCA Global is a modern, independent professional body for customer service experience. We lead the way as a trusted source of progressive and valued services in the customer contact sector.

AWARDS & RECOGNITION

THOUGHT LEADERSHIP

BENCHMARKING

EVENTS & NETWORKING

MEMBERSHIP

PARTNERSHIPS

LATEST NEWS, INSIGHT & OPINION

PEOPLE

Upcoming Events

26/02/2020

Best Practice Forum: Consumer vulnerability- the challenges

How do we identify and respond to vulnerable customers with the right blend of support, knowledge and empathy?

18/03/2020

Call & Contact Centre Expo

By 2025, customer experience will overtake product and price as a key brand differentiator. This creates a whole new set of challenges as well as opportunities for businesses, especially within contact centres.

22/04/2020

Excellence Award Winners' Masterclass

This Masterclass is intended to help you prepare your entries for the CCA Excellence Awards in 2020 and to help you make the most of being aspirational, committed to customer service excellence and part of the most reputable and respected awards programme in industry.

Latest Blog Posts

Wise Counsel

Thankfully the end of February is in sight and whilst we’ve been battered and bruised by the horrendous weather and travel conditions from the storms, luckily this week I was in the Glasgow HQ w...

Paws for thought - Teaching old dogs new tricks

Have you noticed so many people are choosing to have a dog these days? Friends of mine who for years have vowed never to have one seem to have succumbed to the charms of ‘man’s best friend...

The Digital Game

Donald Trump could hardly hide his glee as the Iowa app debacle unfolded. He tweeted about the incompetence of the Democrats; after all, if they can’t even build an app that works, he contends, ...

When 6 + 1 doesn't = 7

This week I chaired our first 2020 Women in Leadership discussion lunch with a rich blend of customer service leaders from banking, media, outsourcing, recruitment, utilities, public sector, and finan...

It Could Be You!

Alan Dedicoat, whose inimitable voice booms out the National Lottery winning balls, was our host at the first CCA Best Practice Forum for 2020 at Camelot in Watford.It was a joyful occasion, in stark ...

Oxymorons and Conundrums

This week, the near collapse of Flybe highlighted the difficulty of decision-making in conflicting situations. On the one hand there are vital carbon emission targets to bear in mind, on the other tho...

Our members

We work with over 500 leading brands which reflects more than 30% of customer service in the UK. Some members are:

Our partners

We have a range of long term partnerships with supplier organisations. CCA is committed to improving relationships between operators and suppliers in our market. Some partners are: