Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and use the insights to help create and improve customer experience.
What's On
Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
Webhelp announces appointment of Samantha Williams as MD, Client Solutions
Being a member of CCA offers many opportunities to engage, benchmark, share, debate and network. As a member, you can catch up on CCA Best Practice Forums from throughout 2023 on demand. Our first session looks at messaging services as a key channel for c
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Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and use the insights to help create and improve customer experience.
CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2022 can be fou
3 guiding principles for insurance data journeys
In this virtual session, we'll share and discuss new research and benchmarking results from CCA's recent thought leadership programme on 'Attracting and Retaining the Right Talent for Future Success.'
The State of Customer Engagement Report 2022 reveals that digital customer engagement has made a significant impact - increasing revenue by 70% on average for companies that invested in it. Unsurprisingly, these same companies expect to almost double thei
Poly audio and video solutions improve customer experience with clear communication everywhere your employees work.
Learn how The Share Centre demonstrated a massive 285% increase in productivity and reduced time to audit using the EvaluAgent platform.
A guide to unlocking the benefits of AI and the cloud with future-proof solutions that protect your current investments
Meet four banking leaders disrupting fraud with Nuance technologies
How retailers can use AI to empower their agents and create standout CX
Inspiration and motivation for UK public sector organisations, and the optimistic realists driving them forward
Your customers still want to talk - so wow them with conversational, cost-effective experiences
3 Ways to Help CSRs Do Their Best Work
Contact centers face a hybrid work dilemma. Work-at-home agents feel disconnected from HQ, but no one wants to return to office. Yet the need for collaboration, training and support is greater than ever. Customer calls are getting more complex, and the fi
What to expect from this guide... It's reported that an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty. You can be instrumental in helping to improve the overall customer experience (CX) by readdressing your
In this guide, we will focus on the potential benefits, challenges and opportunities for using Conversation Analytics to automate your existing quality assurance processes.
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CCA Global Standard Accreditation for Customer Experience will launch on 1 December 2022
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