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Events
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
Upcoming Events
27/02/2019
The Co-operative Bank, Manchester
CCA Excellence Awards: Get ready to win!
Thinking about entering our Excellence awards this year? Whether you narrowly missed out last year, are keen to retain your title, or entering for the first time, this webinar will help you understand what makes an award-winning submission and walks through the journey to success!
28/02/2019
WEBINAR - 15.00-16.00
How using smart technology can be the game-changer to reimagine customer experience
Harnessing the capabilities of smart technologies to gain genuine intelligence about customers and use it to make service improvements is critical but remains a challenge for organisations. Join this session, in association with Aculab, Pauline Cochrane, Head of Research & Partnerships at CCA and Bart Minne, MyForce.
07/03/2019
Webhelp, Glasgow
CX RE-IMAGINED
With an ambitious vision to be the preferred brand for shopping and work, this retailer's Director of Customer Management Centres will explain the vision for its future operating model, and the rationale for appointing Webhelp as a Strategic Partner versus multiple outsource relationships. Leaders from Webhelp will provide an overview of Webhelp's transition, partnership and transformation methodologies, and the pitfalls to be avoided when dealing with scale and complexity.
12/03/2019
CCA HQ, Glasgow
CX Journey Mapping & IDEA Execution
You have challenges. You have a motivation to change. You need innovative ideas. But ideas not executed are a waste. Join others like yourself, who want to learn the methodology hosted by experienced facilitators. This workshop is fast-paced and uses fictional stories to help explain the mechanics and concepts behind the process.
13/03/2019
Edinburgh
CCA Women in Enterprise Round Table Discussion
Hosted by Platinum Partner Plantronics, the lunch offers an exclusive opportunity to discuss with fellow senior CX and customer service directors the key changes in the market place.
20/03/2019
Standard Life, Edinburgh
CCA Excellence Awards: Get ready to win!
Thinking about entering our Excellence awards this year? Whether you narrowly missed out last year, are keen to retain your title, or entering for the first time, this webinar will help you understand what makes an award-winning submission and walks through the journey to success!
21/03/2019
WEBINAR
The Contact Centre of the Future
Join TTEC's Peter Dorrington, Director of Insights as he explores the impact of engagement technologies such as bots, artificial intelligence (AI) and robotic process automation (RPA) are having on the traditional contact centre. Learn how consumers are adopting self-service and turning away from human-to-human voice, with a new landscape of a contact centre that is truly omni-channel, and able to treat each customer differently and appropriate to their needs and preferences.
21/03/2019
WEBINAR
The Contact Centre of the Future
Join TTEC's Peter Dorrington, Director of Insights as he explores the impact of engagement technologies such as bots, artificial intelligence (AI) and robotic process automation (RPA) are having on the traditional contact centre. Learn how consumers are adopting self-service and turning away from human-to-human voice, with a new landscape of a contact centre that is truly omni-channel, and able to treat each customer differently and appropriate to their needs and preferences.
27/03/2019
ExCeL, London
Call & Contact Centre Expo
CCA are delighted to be partnering with the Call & Contact Centre Expo, where some of the most proactive professionals descend on the ExCeL, all hungry to find the tips, techniques, innovations and strategies they need to transform themselves, and their companies, into the biggest names within customer engagement.
27/03/2019
CCA HQ, Glasgow
A practical insight into achieving CCA accreditation
An open session to explore the requirements and content of CCA Global Standard Version 7. Led by the CCA Independent Assessment Team, this will be a practical session providing opportunity for you to assess your current operation against the requirements of the CCA Standard and to also benchmark your operational measures against a wider group of organisations.
27/03/2019
Scotland House, London
CCA BPO CEO Round-Table Discussion
Hosted by Scottish Development International, the workshop offers an exclusive opportunity for CEOs and directors to discuss the key changes in the market place.
03/04/2019
Fexco, Dublin
Centre of Excellence
Part of our Centre of Excellence programme of events. These sessions are one day visits to organisations recognised for excellence and award-winning customer service. Gain unique insight by hearing from those at the heart of the customer service operation and have the opportunity to network with peers to share best practise.
04/04/2019
WEBINAR
UK Consumers won't spend with brands they don't trust.
Data security is something that is on everyoneâ?Ts radar, especially in complex contact centre environments. Join this session to hear new consumer research (conducted by payment security specialists PCI Pal, the payment security specialists) on how consumers are putting their money where their trust is. From surveys done in both the UK and US into consumer trust and spending habits, we will talk about why, in 2019, contact centres need to be taking steps to provide clearer assurances to consumers as to how their data is captured, processed and stored.
15/05/2019
ESB, Cork
Centre of Excellence
Part of our Centre of Excellence programme of events. These sessions are one day visits to organisations recognised for excellence and award-winning customer service. Gain unique insight by hearing from those at the heart of the customer service operation and have the opportunity to network with peers to share best practise.
11/06/2019
Gas Networks Ireland, Dublin
Centre of Excellence
Part of our Centre of Excellence programme of events. These sessions are one day visits to organisations recognised for excellence and award-winning customer service. Gain unique insight by hearing from those at the heart of the customer service operation and have the opportunity to network with peers to share best practise.
19/06/2019
Legal & General, Cardiff
Centre of Excellence
Part of our Centre of Excellence programme of events. These sessions are one day visits to organisations recognised for excellence and award-winning customer service. Gain unique insight by hearing from those at the heart of the customer service operation and have the opportunity to network with peers to share best practise.
26/06/2019
Hilton Hotel, Deansgate
CCA Global Standard© VIP Business Lunch & Awards
To further celebrate the achievements across our Accredited Member Network we are hosting a VIP business lunch in Manchester on 26th June 2019 at Hilton Hotel Deansgate, Manchester.
27/06/2019
Etihad Stadium, Manchester
CCA Summer Convention
Continuing the theme from CCA Annual Convention 2018, this event will give you insight, knowledge and case studies from award-winning examples of service excellence. Join more than 150 like-minded colleagues to discuss, share and explore new ideas on how to reimagine CX and what it means for your own role and your organisation.
11/09/2019
DVLA, Swansea
Centre of Excellence
DVLA will provide an update on their transformational journey. Undergoing a period of significant change over the next few years, their focus is on engaging staff, using their views, skills and experience to shape the business moving forward. As part of this session there will be an opportunity to join a tour of the centre.
09/10/2019
Atos NS&I, Glasgow
Centre of Excellence
Part of our Centre of Excellence programme of events. These sessions are one day visits to organisations recognised for excellence and award-winning customer service. Gain unique insight by hearing from those at the heart of the customer service operation and have the opportunity to network with peers to share best practise.
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