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Have we catapulted ourselves to a digital future without essential channel frameworks?
Leading the charge in CX innovation
Supporting CCA's vision to achieve industry-wide excellence in customer service
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.
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?
The new CCA Inspire programme launches on 24 September to support and inspire a new wave of leaders.
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Dates announced for CCA Annual Convention 2020
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
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.
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