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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?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.
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 ?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
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
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and conversational AI-readiness in just three steps
Leaders in the CCA network understand that delivering exceptional service is essential for building strong customer relationships. However, organisational politics can distract and erode trust among customers and employees.
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CCA is launching a new standard for the use of AI and Gen AI in customer service and experience.
'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.
Forget chatbots, generative AI is here. This groundbreaking technology creates human-quality text, images, and code - and it's transforming customer service. Download our report to discover the reality of AI adoption, its potential to enhance experiences,
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......
CCA launches new Future Scenarios programme to explore the possibilities of future service and CX to 2025
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