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Latest news, insight & opinion from CCA
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Future Contact Centre Customer

This research we are conducting in association with Kura focuses specifically on: - The biggest customer service challenges facing organisations - How challenges like reducing customer effort, improving quality and meeting the rising expectations of c

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Believe In Better...

This is of course the strapline used by leading entertainment company Sky, providing a focus for them in content creativity, customer, employee and stakeholder engagement. It was certainly visible at our final 2016 CCA leadership forum on Wednesday, ...

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A tale of two companies ...

As I type, by the edge of the Liffey, Sharon and I have just finished another enjoyable day discussing customer care, service and engagement at the CCA Customer Engagement Network in Dublin. I love this city. We've been in the company of people from ...

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Trust - A game of two halves?

'Trust comes on foot and leaves on horseback'; that famous old Danish proverb has a certain ring to it in the murky world of FIFA this week, as investigations of corruption are spearheaded by the FBI, in scenes more akin to a mobster movie than the ...

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Attracting and retaining top talent

Today’s media reports record employment figures and there are now more women working than at any time previously in the UK. Unemployment has fallen by 125,000 to 7.2% which is close to the figure quoted by Mike Carney as his trigger to look at ...

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Christmas hotline

Only five days to go before most of us will be tucking into our turkey and enjoying the fun of the festive season with friends and family. In the middle of the jollity, we should doff our party hats to dedicated contact centre workers everywhere who ...

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Easy does it

Next week marks the start of December and the traditional season of giving, sending charities into overdrive competing for consumers’ attention and cash. But as well as, or increasingly, instead of rattling cans on the street, charities are goi...

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Remembering JFK: The power of words

As America marks the 50th anniversary of the assassination of John F Kennedy today, the world will remember a charismatic leader not just unafraid of change but one who fought for it with peerless eloquence and passion. Shot down in his prime, crit...

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Automatic for the people

If there is one issue guaranteed to polarise opinion it is the question of whether the buzzword for the future of customer service is personalisation or automation. It certainly galvanised conversation at a great event I attended in London this week ...

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Chilly tones

Are you feeling an autumn chill yet? If so, you are probably thinking of switching on the central heating - but the prospect of a sharp rise in energy prices next month may persuade you to reach for a sweater instead. Unless you were out of the co...

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Living your values

The banking sector has struggled to restore public trust in the wake of financial scandals but encouraging signs are emerging of radical changes in corporate culture at the highest level, designed to rebuild trust at the front line in customer servic...

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Is the age of the password dead?

Sometimes TV ads just make you want to flick channels but on occasion an advert comes along that really makes you think. A recent one that struck a chord with me is for Barclays Wealth and features a young woman on the phone being asked the usual kin...

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Real time recognition

Unless you have been living on a desert island you cannot have missed the media coverage and fulsome accolates surrounding the resignation of Sir Alex Ferguson from Manchester United. Many would profoundly disagree with his idiosyncratic and aggr...

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Exciting innovations from CCA Industry Council

This week’s CCA Industry Council focused on the main challenges facing some of our biggest brands in meeting changing consumer demands. An insightful case study was presented by our host, Barclays Wealth, detailing their journey from a c...

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Time for Standards?

My first thought on hearing the unfolding news about the banking LIBOR scandal and other related headlines was how difficult it must be for front-line agents dealing with customers at any of the organisations involved. Equally how difficult it must ...

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Big countdown to Convention

Hope you have been enjoying the 50 day countdown to Convention and found the daily fact interesting. We have had lots of good feedback and a few requests to have all 50 facts put onto a set of slides for use in the contact centre. If anyone else wo...

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Too much data - too little insight? Unlocking customer insight was the theme of our Customer Experience Council dinner in London on Wednesday night this week. Hosted by David Parcell, MD at Verint, the discussion was extremely lively with lots of di...

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