An industry-wide network inspiring leadership innovation
The current situation is an ideal time to use CCA Global Standard© to provide reassurance to business leaders and to colleagues that the organisation is complying with industry best practice and is committed to putting colleague and customer needs first.
The new CCA Inspire programme launches on 24 September to support and inspire a new wave of leaders.
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
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