It's not about the money, right? Cost per call/transaction/interaction - customer service has a price but is it worth it? A question considered by boards and businesses across the country.
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.
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It's not about the money, right? Cost per call/transaction/interaction - customer service has a price but is it worth it? A question considered by boards and businesses across the country.
An articled written by Constance Kampfner of the Times discusses how The Financial Conduct Authority has written to the chief executives of more than 3,500 lenders.
Webhelp expands LATAM capability with acquisition of leading Brazilian Digital Customer Experience Provider, Grupo Services
CCA PARTNERSDeal adds 9,,000 people and outsourcing, digital transformation and AI capabilities in customer care, collections and sales
CX trends and advice for inflationary periods
Ann Francke, Chief executive of the Chartered Management Institute shares expert tips on ways to help retain staff when pay cannot be increased.
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
Attitudes to work are changing but are we changing fast enough? Home or office or hybrid; for many it can feel a bit like the Hokey Cokey, one foot in or out and shake it all about! The CCA Coffee Club meets every other Friday bringing together senior exe
Industry veteran and visionary Andrew Hall joins as Chief Commercial Officer, and Neil Russell-Smith as Director of Marketing
Almost half of working adults were working from home at times during the coronavirus (COVID-19) pandemic, but what will business as usual look like with restrictions lifted?
CCA is delighted to announce the winners of our awards programme 2022!
The Definitive Change Management Guide
eGain was at Mobile World Congress (MWC) 2022, Barcelona between February 28-March 3, 2022. The event saw 61,000 attendees from 200 countries and representatives from 1500+ companies.
Bringing Employee Experience (EX) and CX Together
Webhelp are delighted to announce our involvement as a partner in the 2022 CCA Leaders' Summit, taking place in Glasgow on the 27th of April.
The financial services (FS) sector is under increasing pressure to modernise operational models whilst driving profitability, improving customer experience (CX), managing higher levels of risk, and looking after its people.
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Remember when call centers were separate areas of your business with their own location, culture, and communication tools?
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For you, your staff, and your customers.
Active noise canceling (ANC) has become a prominent need for today's work force as people deal with the distractions of the office and home, while trying to stay productive. Anyone who travels on airplanes can relate, understanding the benefit that a pair
Customer service representatives (CSRs) are particular about their headsets. As hybrid workers taking calls at home and in the office, they need the flexibility to work anywhere and connect easily to their favourite platforms.
Career Ready, a social inclusion and mobility charity whose vision is that every young person progresses to a positive post-school destination and is able to prosper in the world of work.
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