2020 has proved a remarkable year for all of our members. Customer service delivery and customer experience models have been severely tested as this pandemic played out. But the industry has risen to the challenge and is providing customers with sound gui
Homeworking has been successfully implemented by many organisations; however, it is important we continue to keep a focus on standards.
A new virtual assessment process is in place which allows accreditation to be maintained or achieved throughout the current pandemic.
Staff are being asked to complete surveys to assess their readiness for a return to the workplace
The role of the team manager is under the spotlight with spans of control being reviewed as to whether things should change for home-based teams.
Some organisations are exploring how to best respond to the hurdles encountered around high-risk activities such as financial crime, fraud etc.
Some members are looking to be more pro-active in guiding customers through their shift to digital, explaining and hand-holding them with the aim of reaping the benefits of this further down the line.
Organisations have been looking now for some weeks at what a new model of work may look like as operations have begun to settle and as businesses prepare for potential easing of restrictions.
Thinking to the future and the speed at which hybrid models were developed, if we were to begin reversing that approach now, what would the model look like? What plans are being put in place to adapt as measures and approaches will change?
There has been a shift in channels where organisations are encouraging customers via websites and IVR to use digital services rather than call. The success of this is being evidenced by volumes below forecast and a greater uptake on services via Apps and
Many people are now working in a very different environment and have been for some weeks. The lack of personal contact and the camaraderie that exists in the contact centre is perhaps a downside for some. Communication is vital.
Negative press that some centres or businesses weren't fully adhering to the guidelines around social distancing in centres has resulted in some MP's questioning businesses' response to this and legitimacy to remain open.
Much work is ongoing to identify what core business processes really are in this fluid and unprecedented situation, and to focus resources in these areas.
Many frontline agents are experiencing huge anxiety around leave allowances. In response, many businesses are updating and swelling leave policies in order to accommodate agents during the pandemic and cover not only sickness leave but allowances for self
We take our role supporting you and your organisation seriously. During these challenging times, our strength and ability in connecting peers to collaborate and learn is proving crucial as we work our way through the COVID-19 pandemic.
The most popular questions asked by delegates at CCA Annual Convention 2019
Complaints management can feel like a perennial problem - but moving customers from complaints to advocacy is within our power
More than 60 VIP guests celebrated success in meeting the industry benchmark, CCA Global Standard© in June 2019. Special mention to Student Loans Company who was presented with their Gold Award for achieving accreditation for more 15+ years.
Highways England to collect CCA Global Standard Silver Award recognising 10 years of CCA Accreditation
Student Loans Company in Darlington hosted the second CCA Industry Council Thought Leadership Forum for 2019. Leaders tackled some of the challenges being faced today around engaging and motivating a changing workforce and shaping our priorities to help s
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