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Latest news, insight & opinion from CCA
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A one-stop shop for Waitrose & Partners

Moving off ageing hardware to an agile, cloud-based SaaS solution deployed on multifunctional devices used in-store helped Waitrose & Partners continue to deliver an exceptional customer experience.

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Customer Story: Arco UK | RingCentral Contact Centre

Alan Garratt, Head of Operations at Arco, the UK's largest supplier of PPE, describes how the company was able to send its 200 contact centre agents to work from home as soon as lockdown measures came into place, thanks to RingCentral cloud contact centre

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A Guide to Working From Home

Contact Centre solutions engineers Amanda Henderson and Chris Holt, experts in remote working for contact centre staff, provide advice to businesses on how to use cloud contact centre to successfully set up remote working.

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COVID-19 Digital Engagement Report

For the last twenty years, companies have been gradually transforming themselves with digital technologies to adapt to new realities of the Internet and mobile. You'll often hear brands discussing their 'digital transformation' initiative. Digital transfo

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What is Twilio?

Your customers span countries, channels, and continents. Twilio makes it easy to reach them everywhere by simplifying communications. Use powerful API tools to communicate with customers on WhatsApp, Facebook Messenger, SMS, Voice, and more.

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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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