Being a member of CCA offers many opportunities to engage, benchmark, share, debate and network. As a member, you can catch up on CCA Best Practice Forums from throughout 2023 on demand. Our latest session looks at handling abusive customers whilst suppor

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CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2022 can be fou

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Catch up on this short industry briefing session where CCA's CEO Anne Marie Forsyth will be sharing the findings from the analysis of 2020-2021, with a particular focus on future scenarios and conclusions to support you as you work towards building a robu

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If your office is anything like the CCA office then it will be pandemonium with all the last minute planning before we all take a well deserved break. It has been an amazing year in so many ways but also probably one of the most challenging in mem...

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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...

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Yesterday I was invited to join the debate on the Jeremy Vine show on BBC Radio 2 talking about that old chestnut – offshoring to India. A new twist to the debate, however, was that the cost differential is no longer the biggest factor as the ...

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Just reading March Harvard Business review and read this sentence a few times over.. ‘According to one estimate, businesses collected more information in 2010 than in all prior years combined’ (HBR March 2011 p99) If so, what an opport...

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