Curated resources to inspire, energise, and prepare you for ther next season of customer leadership
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Curated resources to inspire, energise, and prepare you for ther next season of customer leadership
In this Future of Work Forum we explored opportunities for building a culture that cares with contributions from award winning Coventry Building Society, expert insights from NHS Business Services Authority, RAC and The Very Group and from partners QStory
As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.
Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
In today?Ts increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function?'it is a critical pillar of performance, customer satisfaction, and continuous improvement.
This report explores the impact of artificial intelligence (AI), technology-driven customer service models, economic challenges, regulatory pressures, and the enduring role of human advisors in an AI-centric future.
Embracing digital channels requires more than just technology - it demands thoughtful integration, continuous performance measurement, and a keen understanding of both advisor and customer needs.
As AI and digital innovation continue to redefine the customer service landscape, this year's Summit programme poses the vital question - Is AI a revolutionary partner reshaping our industry, or an evolutionary tool enhancing human connection?
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This CCA Research Council report explores how the rapid evolution of AI, automation, and digital technologies has created a transformative shift in customer service operations.
This Coffee Club session titled ?oExploring Best Practices for Effective Measurement? brought together customer service leaders to exchange ideas and strategies around service metrics, agent performance, and the integration of technology into measureme
CCA's newly formed Digital Transformation Forum brought together industry leaders to explore the evolving landscape of digital transformation, AI adoption, and customer experience. The session set the stage for thought-provoking discussions, fostering col
This session aims to delve into the challenges faced by team leaders, including managing hybrid teams, and explore strategies for supporting and training them to excel in their roles.
The discussion focused on strategies for managing performance in hybrid and remote settings, engagement techniques, the role of data insights, and the impact of digital technologies like AI on the future of performance management. T
As we close out 2024, we want to take a moment to reflect on what has been an extraordinary year for the CCA Global community.
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This summary details key insights from the final Future of Work forum of 2024. Hosted at Barclays' state-of-the-art Sunderland facility, this session provided a comprehensive look into the current and future landscape of customer service and workplace tra
This summary details key insights from CCA Coffee Club, a monthly forum where senior customer service leaders meet to discuss the issues top of mind, over a cup of coffee.
Catch up on this insightful discussion on Vulnerability and Consumer Duty, reflecting on the significant changes since the Consumer Duty regulation came into force over a year ago.
Leading brands across all sectors, private and public, acknowledged the need to work together to ensure service is not compromised during the period of transition to a more digital and automated world.
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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
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CCA Global announces the winners of the 2024 CCA Women in Leadership Awards, a groundbreaking initiative designed to celebrate and recognise exceptional women in customer service and customer experience roles, across private and public sectors.
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