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Creating plans for service transformation

CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen

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Home Truths

Home or remote working has been a common phrase in most offices for several years now, but the notion of working outside the traditional environment for contact centre staff is only just beginning to emerge. Currently, home-workers represent less tha...

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Cutting the ties that bind

This week brought fresh evidence that the world is indisputably going mobile with news from Gartner that global personal computer (PC) sales have fallen for the fifth quarter in a row - the longest duration of decline in history. The decline is ...

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The march of the mobile

Just when you think you’ve got mobile etiquette sussed, out pops a new statistic that makes you think again. New research issued by Co-operative Funeral Care this week showed that even in death there is no escape from the tyranny of the mobile...

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CCA on the road

Another jam-packed day of meetings yesterday that began with CCA Supplier Council discussing how suppliers can create better partnerships with inhouse and BPO providers to offer an improved experience for customers. Fascinating input from The Cabine...

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