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

Read more

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.

Read more

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.

Read more

In today�?Ts 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.

Read more

This Coffee Club session titled �?oExploring 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 measureme

Read more

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

Read more

CCA Global, in partnership with Platinum Partner Smartnumbers, hosted a round table breakfast session in London, uniting over 30 leaders in customer service and CX to tackle the crucial issue of security and fraud in customer operations.

Read more

Explore the latest insights from CCA Industry Council Thought-Leadership forum focusing on how leading organisations are leveraging collaborative research, innovative leadership styles, and advanced technologies to drive customer satisfaction and operatio

Read more

'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.

Read more

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.

Read more

We had a really inspiring venue for the launch of Global Standard© Version 6 this week at Altitude, with panoramic 360 degree views over London. It was particularly apt for a new era in Global Standard© that involves a 360 degree view of an...

Read more

There were a couple of really interesting stats published this week. Firstly the new Ofcom report that reported mobile voice calls are in decline for the first time as more of us are switching to text and online communications – the average co...

Read more

This week we held the first meeting of a new industry-wide initiative aimed at identifying ‘what does good look like?’ across a number of core business areas – this first session focused on organisational design and business struct...

Read more

Unbelievably we are now in our 18th year of hosting and assembling the CCA Convention! This maturing is a reflection of the developments in the contact centre industry itself - we have the experience and knowledge which comes with ‘adulthood...

Read more

In our last monthly poll to the thirty two leading brands who make up our Industry Council, 80% of respondents agreed that their organisation understood the link between customer experience and organisational performance. This indicates a positive...

Read more

Can organisations use their contact centres to rebuild trust with customers, and critically help retain and grow business? Yes is the resounding answer according to our Industry Council leadership forum who met last week. The group concluded tha...

Read more

Following extensive consultation with senior executives on our Industry Council, we are absolutely delighted to confirm that we will be including John Knell's "80 Minute MBA Programme" as one of the leading sessions at this year's Annual Co...

Read more