We are delighted to announce that Serco has successfully achieved the prestigious CCA Global Accreditation for Customer Experience©, a milestone that reflects their unwavering commitment to delivering exceptional service and innovation.
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Latest news, insight & opinion from CCA
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It's no coincidence that the most successful products and services are often associated with the strongest brands. In this white paper, we will look at how you too can create brand advocates who will walk through a brick wall for your company by creating
Cross-collaboration, data and emerging tech
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and conversational AI-readiness in just three steps
The Big Trends
8 Best Practices For Success
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.
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
Explore the latest insights from CCA Industry Council Thought-Leadership Forum which looked at how leading organisations are leveraging collaborative research, innovative leadership styles, and advanced technologies to drive customer satisfaction and oper
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Balancing the Colleague Experience with the Customer Experience - Thought Leadership with NatWest
CCA PARTNERSIn today's AI-driven and automated world, contact centre agents face increasingly complex demands, even as organisations strive to enhance operational efficiencies and drive down costs.
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Effective call and screen recording are essential for maintaining quality assurance and compliance standards. But just how effective are current methods?
'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.
CEOs and other leaders are increasingly realizing the value of bringing on a CRO as someone who can, 'cut through the tangled and counterproductive bureaucracy to forge new paths grounded firmly in data, customer desires, and high-level problem-solving,'
Ineffective conversational AI is missing the human intelligence behind it. Before deployment, contact center leaders must determine their core contact drivers - otherwise known as 'intents' - and the most efficient way to address them.
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,
Customer experience is a top priority across industries, but how do you keep up? This article explores the key trends impacting CXM in Finance, Telco, Retail, and Utilities.
AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.
Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.
CCA Global to Host Influential Dinner in Edinburgh on the Future of Outsourcing, Technology and Customer Service
CCA PARTNERSCCA Global, a leading authority in customer service and experience, is set to co-host a major event alongside The Knowledge Group (tkg), in Edinburgh on 21 February, focused on the future of outsourcing, technology, and customer service.
Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.
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