While AI may be reshaping how we deliver service, the why behind great experiences hasn't changed. Large, well-known brands have a real opportunity - and arguably a responsibility - to lead by example. To set the bar high and show that doing right by cust
What's On
Latest news, insight & opinion from CCA
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This latest CCA Real Voices vlog features Anne Marie Forsyth, Executive Chair of CCA Global, and Spencer Brooks, Group MD and Co-Founder of The Knowledge Group (tkg). Anne Marie and Spencer explore how the BPO and outsourcing sector is evolving, addre
In this session we unveil the details of CCA's new membership programme for 2025. Find out how we can support you improve your customer service and CX proposition.
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Join this upcoming webinar on 25 October at 11am where we will unveil the details of CCA's new membership programme for 2025.
Customer experience is king, but can your in-house team handle it all? This article explores why outsourcing customer service is no longer a nicety, but a 'must-have' for success.
CCA Global to Host Influential Dinner in Edinburgh on the Future of Outsourcing, Technology and Customer Service
CCA PARTNERSCCA Global, a leading authority in customer service and experience, is set to co-host a major event alongside The Knowledge Group (tkg), in Edinburgh on 21 February, focused on the future of outsourcing, technology, and customer service.
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The latest session, on 7th November, will be led by CCA's CEO, Anne Marie Forsyth, and co-facilitated with market expert, David Rumble, co-founder of The Knowledge Group.
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CCA is delighted to announce a new partnership with The Knowledge Group to showcase the strength and capabilities of suppliers within the BPO and outsourcing market.
Artificial Intelligence (AI) is transforming the outsourcing landscape by enabling companies to automate and streamline their processes, making it easier to manage and optimize outsourced tasks. As AI technologies continue to advance, many businesses are
Catch up on this short industry briefing session where CCA's CEO Anne Marie Forsyth will be sharing the findings from the analysis of 2020-2021, with a particular focus on future scenarios and conclusions to support you as you work towards building a robu
The Outsourcing Playbook is about getting it right. Getting it right when we decide to deliver services using in-house resources and getting it right when we decide to deliver them in partnership with the private and third sectors.
For this research, conducted in association with Annual Platinum Partners Invest Northern Ireland, and Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda
News this week that Aegis, one of the world’s largest outsourcing businesses, is setting up a 2,500 strong contact centre in Glasgow, provoked a flurry of headlines declaring it a case of ‘coals to Newcastle.’ The phrase (alludin...
When you are travelling, sometimes subtle shifts in the landscape creep up on you, while at other times a new feature on the horizon signals unequivocally that you have reached a new territory. I was thinking about that this week on my way back from ...
This week has revealed more high street casualties with HMV and Blockbuster, together with disappointing results from M&S. There has been a deluge of reporting from all sorts of analysts, but one thing is becoming clear - a failure to act on what...
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