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Announcing the finalists! The CCA Women in Leadership Awards shine a light on inspiring individuals who are shaping the future of our industry - creating inclusive cultures, delivering results, and lifting others as they rise.
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The session explored key distinctions between process monitoring and outcome testing, the role of risk ownership, the integration of AI and automation, and how to meaningfully report results to drive cultural and operational change.
In this Future of Work Forum we explored opportunities for building a culture that cares with contributions from award winning Coventry Building Society, expert insights from NHS Business Services Authority, RAC and The Very Group and from partners QStory
As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.
Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
In today's increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function, it is a critical pillar of performance, customer satisfaction, and continuous improvement.
Embracing digital channels requires more than just technology - it demands thoughtful integration, continuous performance measurement, and a keen understanding of both advisor and customer needs.
This Coffee Club session titled 'Exploring Best Practices for Effective Measurement' brought together customer service leaders to exchange ideas and strategies around service metrics, agent performance, and the integration of technology into measurement f
The discussion focused on strategies for managing performance in hybrid and remote settings, engagement techniques, the role of data insights, and the impact of digital technologies like AI on the future of performance management. T
'Digital Horizons in Customer Service' is the latest report from CCA Research Council and offers an in-depth examination of AI's impact on customer service, drawing from a comprehensive survey of senior customer service leaders.
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......
Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.
Today, CCA Global launched new research focused on looking at customer service beyond the pandemic in 2021.
How can contact centres deliver on this new, urgent imperative? Webinar available on-demand now
Hundreds of senior professionals responsible for looking after customer needs through these unprecedented times will be together this week to consider what the future of service should look like as we fast forward to 2021.
Steering your customer experience strategy into the future. Our new research highlights the reasons why organisations can no longer afford to ignore the impact of digital transformation.
This research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience. Areas of attention include: - The potential barriers preventing organisations from being more digitall
Are businesses ready for digital transformation? This infographic summarises the findings of our report, produced in collaboration with Vodafone Global Enterprise.
Calculating the return on investment of digital transformation is much more complex than for more traditional investments and there will be multiple opportunity costs relating to the decisions of where to focus any outlay. Customer experience professional
This report documents the constantly evolving enterprise of digital transformation. As disruptive technologies and their impact on organisations and markets continue to progress, this report aims to capture the shifts and trends that are shaping modern di
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