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Creating plans for service transformation

CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen

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Wise Wednesday?

The nostalgia of the twelve days of Christmas seems to have been replaced by the stampede of Black Friday and Cyber Monday. Many of us will have viewed the footage of shoppers scrambling to get their hands on merchandise with big brand retailers John...

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Mission Control

Millions of space enthusiasts have been tracking the progress of the robotic comet probe Philae, which apparently resembles a dishwasher, making an historic but awkward landing last Wednesday. Over the weekend it went into hibernation with a closing ...

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Service at any price

On the same day I started to review the widely reported EE plan to charge customers 50p to 'queue jump' (read article here) I foolishly lost my iPhone- yes you've guessed powered by EE. What a chance to try the service, having recently changed provid...

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Turn off, tune in

If you have ever sat in the ‘quiet coach’ of a train you may have a sneaking admiration for Francoise Hollande’s decision to ban mobile phones from French cabinet meetings. With the French economy struggling, the President decided t...

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New talent contest

If you’ve felt like exploding with rage recently, be careful you don’t bring on a heart attack. New research by Harvard School of Public Health found that getting angry can increase your risk of suffering a heart attack or stroke by up to...

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Time to 'Lean In'?

A recurrent theme throughout the body of CCA research is a persistent gap between boardroom rhetoric on the importance of listening to the voice of the customer and the reality, which is that customers’ views are often poorly understood or igno...

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Tackling Trust

Some say trust is like a mirror, you can fix it if it breaks, but you’ll still see the cracks. Personally, I think that is too downbeat a view, particularly following the frank discussions we had this week at Industry Council on regaining custo...

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Being Human

Amid a drive for automation and efficiency in contact centres, it is heartening to see examples of organisations that value the importance of the human voice when it comes to dealing with customers in distress. The latest TV ad from insurance compan...

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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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Down to earth with a bump

When Michael O’Leary, CEO of Ryanair, stood up last week and admitted to shareholders that not only is there something wrong with the airline’s approach to customer service, but that his own character ‘deformities’ may be to b...

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A new BPO landscape

When you are travelling, sometimes subtle shifts in the landscape creep up on you, while at other times a new feature on the horizon signals unequivocally that you have reached a new territory. I was thinking about that this week on my way back from ...

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Sniffing out a perfect match

It is not often that I can claim to have something in common with the President of the United States, but right now there is one thing - we are both the proud owners of new dogs. President Obama just welcomed Sunny, a Portuguese water dog into the...

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Through a Glass Darkly

At the risk of sounding like Dr Who (whichever incarnation you prefer), I recommend taking a virtual trip backwards in time to gain a fresh perspective on the present. I had an opportunity to do it at Edinburgh’s Camera Obscura, a Victorian &l...

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Political debate on cold calling heats up

The controversial issue of cold calls and nuisance calls is rising up the political agenda as Liberal Democrat MP Mike Crockart has launched a Private Members’ Bill to tackle the issue. I joined him and consumer group ‘Which’ this w...

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The march of the mobile

Just when you think you’ve got mobile etiquette sussed, out pops a new statistic that makes you think again. New research issued by Co-operative Funeral Care this week showed that even in death there is no escape from the tyranny of the mobile...

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Stars of the Small Screen

Watching budget coverage on TV is mostly a sobering experience but it put a smile on my face when I tuned into a BBC report this week which featured post budget interviews with staff at the Sage contact centre in the North East. Every one of them ...

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