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Customer experience leadership is becoming more complex. Technology is advancing rapidly, customer expectations are shifting and organisations face growing scrutiny around fairness, transparency and vulnerability. As automation handles simpler enquiries,
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Are you considering entering the prestigious CCA Excellence Awards this year? If so, check out this webinar recording where we provide a full overview of the CCA Global Excellence Awards programme for 2025.
QStory's AI-powered platform is revolutionizing the way NatWest - one of the UKâ?Ts largest banks - operates.
QStory's AI-powered platform is revolutionizing the way NatWest - one of the UK's largest banks - operates.
Recording now available!
Hear from Customer Experience Manager, Louise Saycell on what accreditation means to their organisation
In this broadcast, hosted by CCA CEO, Anne Marie Forsyth with leading expert Matthew Addison, Chief Revenue Officer at Smartnumbers, we explored the challenging landscape of fraud and how it's being presented in the contact centre environment.
Fight fraud, not customers: A conversation on securing contact centres with CCA Global & Smartnumbers
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When you've got hundreds of agents, disparate systems and fluctuating customer scores and measures, empowering a next generation strategy starts with bold new metrics and a new approach to the data you already have.
eGain was at Mobile World Congress (MWC) 2022, Barcelona between February 28-March 3, 2022. The event saw 61,000 attendees from 200 countries and representatives from 1500+ companies.
The growth of automation and self-service technology is helping organisations serve their customers in the way they want to engage. But have we stopped to consider the impact this is having on our contact centre agents?
Take your first step towards a digital voice channel. Intent Capture and Analysis (IC&A) uses Google Cloud's Contact Centre AI to uncover reasons for calls into the contact centre. By capturing customers intents and categorising the reasons for calling, y
Twilio Flex represents a new approach to enterprise cloud software. The Twilio model of the programmable contact center platform allows web developers and partners to build, deploy, and test contact center solutions that fit within existing systems withou
Exploring the art of the possible
AI drives positive CX transformation, but businesses must look beyond the hype to identify the real value of AI. This webinar will focus on real-world insight and share AI best-practice use cases to explore the power to positively transform business opera
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