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CCA Excellence Awards - Prepare to win!

When the bar is set so high, how do you ensure you properly represent and do justice to the team or person you are nominating? How can you be sure the business initiative or plan you share is worthy of industry recognition?

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COVID-19: Week 6 - Views from the CCA Network

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

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COVID-19: Week 2 - Views from the CCA Network

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

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