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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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Destination Frustration

This week’s announcement that a two-day London tube strike planned for this week has been called off prompted widespread relief in sharp contrast to last week when a 48-hour strike provoked sighs of frustration. I was among the millions of c...

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Right thinking leads to rightshoring

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...

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