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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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The Workforce View in Europe 2019

This report brings readers the latest insights and trends which are impacting employees across the continent. These findings provide a unique opportunity to learn about the changing attitudes of Europe's workforce.

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Future Contact Centre Customer

This research we are conducting in association with Kura focuses specifically on: - The biggest customer service challenges facing organisations - How challenges like reducing customer effort, improving quality and meeting the rising expectations of c

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The 'wow' factor

We’re unaccustomed to economists waxing lyrical, so when a City economist recently declared that the only way to describe the latest data was ‘wow’, his exuberance punctured the gloom which has pervaded economic debate for so long....

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