Curated resources to inspire, energise, and prepare you for ther next season of customer leadership
Recommended
What's On
Latest news, insight & opinion from CCA
Filtered by
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?
.png)
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
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
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.
In this session we unveil the details of CCA's new membership programme for 2025
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
The dismal state of AX
.png)
Balancing the Colleague Experience with the Customer Experience - Thought Leadership with NatWest
CCA PARTNERSIn 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.
.png)
Effective call and screen recording are essential for maintaining quality assurance and compliance standards. But just how effective are current methods?
'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.
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,'
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.
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.
Cookies
CCA uses cookies to enhance your experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on cca-global.com.
Please read our cookie policy for more information ACCEPT & CLOSE