With International Women's Day approaching, the latest CCA Women in Leadership Forum provided a timely and thought-provoking discussion on imposter syndrome, its impact on women in leadership, and strategies to build confidence and authenticity.

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This latest CCA Real Voices vlog features Anne Marie Forsyth, Executive Chair of CCA Global, and Spencer Brooks, Group MD and Co-Founder of The Knowledge Group (tkg). Anne Marie and Spencer explore how the BPO and outsourcing sector is evolving, addre

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CCA Global announces the winners of the 2024 CCA Women in Leadership Awards, a groundbreaking initiative designed to celebrate and recognise exceptional women in customer service and customer experience roles, across private and public sectors.

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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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Submission deadline officially extended to midnight, 15 November 2024.

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CCA Global is delighted to announce the shortlist of CCA Women in Leadership Awards 2024.

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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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Catch up on the first CCA Women in Leadership session of 2024.

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More than 20 leading brands marked their achievement of CCA Global Accreditation for Customer Experience© today at a celebratory event in Glasgow.

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The CCA Women in Leadership awards programme encourages applications from women in in-house operators, outsourcing and BPO providers, as well as the technology, training, and supplier communities. By recognising leadership at all levels, the CCA Women in

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CCA Leaders' Summit, hosted at the NatWest Gogarburn Conference Centre in Edinburgh on 22nd February 2024, brought together over 150 senior executives to delve into the theme, 'The future of AI is human.'

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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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