We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?
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CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
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We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?
Exploring how recruitment and onboarding are evolving as customer service roles change, with a focus on the skills, assessment and support needed to help new colleagues succeed through their first 90 days.
A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
The September Coffee Club brought together customer service and operational leaders to explore how annualised hours could support greater flexibility in workforce planning and better align resources with changing customer demand.
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93% of people feel more positive about brands that signpost them to help
Many organisations are already redesigning how work gets done. Decisions are being made differently. The technology can be implemented relatively quickly. Building capability is different.
The CCA Women in Leadership awards programme encourages applications from women in in-house operators, outsourcing and BPO providers, as well as the technology, training, and supplier communities. By recognising leadership at all levels, the CCA Women in
Discover why calm, clear communication under pressure is a defining leadership skill in customer contact and how CCA Inspire helps leaders build it.
Discover why leadership resilience is becoming a strategic priority in customer experience and how CCA Inspire helps leaders navigate change with confidence.
Working alongside Smartnumbers, specialists in fraud prevention and trusted communications, we're bringing together organisations from across the CCA community to build a clearer understanding of the capabilities that help organisations protect customers
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What makes a good leader? Is it bravery, compassion, innovation, inspiration?
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The ability to harness advanced technologies like AI is crucial for maintaining a competitive edge. This report offers a perspective on why some companies excel in adopting advanced technologies while others lag behind.
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The technology works. Large language models can draft legal contracts, write code and synthesize research at speeds no human team can match. But those gains are not showing up in the bottom line.
Super-powered customers expect seamless, AI-driven service. Learn how organisations are redesigning customer experience for the agentic consumer and hybrid future.
Discover why self-awareness and adaptable leadership matter in customer contact today, and how CCA Inspire helps leaders build the confidence to lead through constant change.
A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
The latest CCA AI Transformation Forum, kindly hosted by The Very Group in Liverpool, brought together senior leaders from customer operations, digital transformation and AI to explore one of the defining challenges facing organisations today: how to move
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