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The Friday Question: Are we clear about what we need to protect as well as what we need to change?

23 October 2026

Organisations are restructuring, rethinking operating models, investing in AI and technology, and making some difficult decisions about costs, resources and how services will be delivered in the future.

Spill the Beans - Internal Communication

30 January 2026
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CCA's first Coffee Club of 2026 focused on a challenge that sits right at the heart of engagement and retention: how to make internal communication land across a workforce spanning five generations with different expectations, attention spans, and channel

Spill the Beans - Revisiting Hybrid Working: What's next?

21 November 2025
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This month's Coffee Club brought into sharp focus how hybrid work is not just a logistical challenge, but a cultural evolution. The discussion underscored the value of peer insight in shaping flexible, human-centred workplace strategies that meet both o

Spill the Beans - Beyond the Policy: What Really Reduces Absence in Contact Centres

12 September 2025
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This month's CCA Coffee Club brought together professionals from across the customer service landscape to tackle a challenge that continues to impact performance, morale, and well-being which is employee absence. Despite years of initiatives, monitoring t

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The Friday Question: Are we clear about what we need to protect as well as what we need to change?

Spill the Beans - Internal Communication

Spill the Beans - Revisiting Hybrid Working: What's next?

Spill the Beans - Beyond the Policy: What Really Reduces Absence in Contact Centres

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