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Attitudes to work are changing but are we changing fast enough? Home or office or hybrid; for many it can feel a bit like the Hokey Cokey, one foot in or out and shake it all about! The CCA Coffee Club meets every other Friday bringing together senior exe
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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
CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen
How can contact centres deliver on this new, urgent imperative? Webinar available on-demand now
Master effortless experiences with 4 digital transformation strategies
How contact centre leaders are re-writing the customer experience playbook
See how the changes brought on by COVID-19 reshaped the future of the contact centre and customer service.
Do you have the right CX partner? TTEC elevates CX with integrated solutions.
Useful resources and e-books from CCA Partner TTEC
2020 has proved a remarkable year for all of our members. Customer service delivery and customer experience models have been severely tested as this pandemic played out. But the industry has risen to the challenge and is providing customers with sound gui
The Outsourcing Playbook is about getting it right. Getting it right when we decide to deliver services using in-house resources and getting it right when we decide to deliver them in partnership with the private and third sectors.
Recruitment can be a costly exercise and guaranteeing your investment in sourcing the right candidates pays off, can be a major challenge. This research examines the practices of a wide range of organisations to determine their approach and future plans f
'Sentiment' is generally referred to as a method of measuring emotion in customer and agent interactions. This report offers an insight into sentiment analytics as the foundation for AI modelling for understanding customer and agent interactions, and how
This research project, in association with partners Twilio, seeks to understand the key concerns, areas of focus and issues that customer experience professionals will be working to improve through 2018. It examines the views of customer experience profes
In partnership with Twilio, this report offers an insight into the challenges being faced by CX organisations across the industry, with regards to digital transformation, People and HR, and service expectations among other areas, and asks what can be done
Are businesses ready for digital transformation? This infographic summarises the findings of our report, produced in collaboration with Vodafone Global Enterprise.
Calculating the return on investment of digital transformation is much more complex than for more traditional investments and there will be multiple opportunity costs relating to the decisions of where to focus any outlay. Customer experience professional
Understanding how to leverage human brand attributes to cultivate emotional connection opens up vast potential for brands. This report explores the importance of emotion in CX communications, and how emotion can be used to improve the customer experience.
It's difficult to predict what the future holds, but anticipating trends and planning ahead is what makes some organisations leaders and those who define the market. Completed in partnership with Gobeyond Partners, and including research findings from
This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future. We have explored what front-line employees l
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