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.

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In this session we unveil the details of CCA's new membership programme for 2025

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It's no coincidence that the most successful products and services are often associated with the strongest brands. In this white paper, we will look at how you too can create brand advocates who will walk through a brick wall for your company by creating

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In today's AI-driven and automated world, contact centre agents face increasingly complex demands, even as organisations strive to enhance operational efficiencies and drive down costs.

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Effective call and screen recording are essential for maintaining quality assurance and compliance standards. But just how effective are current methods?

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'Digital Horizons in Customer Service' is the latest report from CCA Research Council and offers an in-depth examination of AI's impact on customer service, drawing from a comprehensive survey of senior customer service leaders.

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CEOs and other leaders are increasingly realizing the value of bringing on a CRO as someone who can, 'cut through the tangled and counterproductive bureaucracy to forge new paths grounded firmly in data, customer desires, and high-level problem-solving,'

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Ineffective conversational AI is missing the human intelligence behind it. Before deployment, contact center leaders must determine their core contact drivers - otherwise known as 'intents' - and the most efficient way to address them.

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Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.

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AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.

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Since 1900, the UK has seen 9 recessions while US has waded through 23. Since the end of World War II, there have been 4 global recessions. And we're currently in the middle of another drastic economic downturn. If there was ever a need for good leadershi

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Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.

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This Whitepaper explains why you will need to rethink standard recording practices that were established long before AI-powered voice analytics were a possibility, empowering you to gain a competitive advantage and see the real benefits from a conversatio

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CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.

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Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.

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Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.

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In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change

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This new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and

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