We had a really inspiring venue for the launch of Global Standard© Version 6 this week at Altitude, with panoramic 360 degree views over London. It was particularly apt for a new era in Global Standard© that involves a 360 degree view of an...

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There were a couple of really interesting stats published this week. Firstly the new Ofcom report that reported mobile voice calls are in decline for the first time as more of us are switching to text and online communications – the average co...

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This week we held the first meeting of a new industry-wide initiative aimed at identifying ‘what does good look like?’ across a number of core business areas – this first session focused on organisational design and business struct...

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Unbelievably we are now in our 18th year of hosting and assembling the CCA Convention! This maturing is a reflection of the developments in the contact centre industry itself - we have the experience and knowledge which comes with ‘adulthood...

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In our last monthly poll to the thirty two leading brands who make up our Industry Council, 80% of respondents agreed that their organisation understood the link between customer experience and organisational performance. This indicates a positive...

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Can organisations use their contact centres to rebuild trust with customers, and critically help retain and grow business? Yes is the resounding answer according to our Industry Council leadership forum who met last week. The group concluded tha...

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Following extensive consultation with senior executives on our Industry Council, we are absolutely delighted to confirm that we will be including John Knell's "80 Minute MBA Programme" as one of the leading sessions at this year's Annual Co...

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