What's On

Latest news, insight & opinion from CCA

Changing perceptions.....

Our industry is changing at a pace. The future is approaching faster than we know. Many organisations are motoring ahead with transformations we could never have envisaged before. So why are these changes not changing customers’ views of cal...

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Regaining Customer Trust

This week saw the news that EDF Energy is to cut its typical gas bill for UK domestic customers by 5%, from February[1]. Late in 2011 it was reported that complaints to the company had risen by 91% in a year[2] and an annual customer satisfaction sur...

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Social media is THE customer platform

In tougher times, complaints rise – however the ability to differentiate service through successful resolution also rises. On the flip side we have increased risk factors – stressed staff, regulation, a hungry media and a culture of liti...

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