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Latest news, insight & opinion from CCA
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CCA Best Practice Forum 2022

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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COVID-19 Digital Engagement Report

CCA PARTNERS

For the last twenty years, companies have been gradually transforming themselves with digital technologies to adapt to new realities of the Internet and mobile. You'll often hear brands discussing their 'digital transformation' initiative. Digital transfo

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What is Twilio?

CCA PARTNERS

Your customers span countries, channels, and continents. Twilio makes it easy to reach them everywhere by simplifying communications. Use powerful API tools to communicate with customers on WhatsApp, Facebook Messenger, SMS, Voice, and more.

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Future Contact Centre Customer

This research we are conducting in association with Kura focuses specifically on: - The biggest customer service challenges facing organisations - How challenges like reducing customer effort, improving quality and meeting the rising expectations of c

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Believe In Better...

This is of course the strapline used by leading entertainment company Sky, providing a focus for them in content creativity, customer, employee and stakeholder engagement. It was certainly visible at our final 2016 CCA leadership forum on Wednesday, ...

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A tale of two companies ...

As I type, by the edge of the Liffey, Sharon and I have just finished another enjoyable day discussing customer care, service and engagement at the CCA Customer Engagement Network in Dublin. I love this city. We've been in the company of people from ...

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