Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......

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CCA is celebrating International Women's Day 2023 by launching a new Women in Leadership awards programme to recognise the outstanding capability across the customer service and CX community.

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Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.

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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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In this session we will explore the opportunities from building a stronger and more diverse workforce who can best respond to customer needs. We'll also be exploring how we ensure we have an inclusive mindset for customers.

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More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.

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Catch up on this short industry briefing session where CCA's CEO Anne Marie Forsyth will be sharing the findings from the analysis of 2020-2021, with a particular focus on future scenarios and conclusions to support you as you work towards building a robu

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It's always been the job of the first line manager to keep the show on the road and give of their time, energy and experience to ensure teams are well supported and looked after.

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Today, CCA Global launched new research focused on looking at customer service beyond the pandemic in 2021.

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CCA launches new Future Scenarios programme to explore the possibilities of future service and CX to 2025

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What do we need to consider for our immediate future and what are the longer-term implications as we move forward to 2021?

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CCA Future Scenarios Project will guide you to help make the right decisions for your future service and CX proposition

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Hundreds of senior professionals responsible for looking after customer needs through these unprecedented times will be together this week to consider what the future of service should look like as we fast forward to 2021.

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Why are measures of stress and anxiety on the rise, when economists and politicians tell us we have never had it so good?

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The new CCA Inspire programme launches on 24 September to support and inspire a new wave of leaders.

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The new CCA Inspire programme launches on 24 September to support and inspire a new wave of leaders.

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How can we stay positive during periods of uncertainty?

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'Trust comes on foot and leaves on horseback'; that famous old Danish proverb has a certain ring to it in the murky world of FIFA this week, as investigations of corruption are spearheaded by the FBI, in scenes more akin to a mobster movie than the ...

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As America marks the 50th anniversary of the assassination of John F Kennedy today, the world will remember a charismatic leader not just unafraid of change but one who fought for it with peerless eloquence and passion. Shot down in his prime, crit...

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Love her or hate her, the death of Margaret Thatcher has sparked heated debate on the nature of leadership and the legacy of the Iron Lady. The arguments are particularly pertinent for the customer contact sector as the reforms Thatcher introduc...

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