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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
Share your views in this new piece of research!
Join us on Friday 2nd June and enjoy the conversation over a cup of coffee!
Sign up for this virtual certificated course on 24 May 2023
Share your views in this new piece of research
HGS UK and Engage Hub partner with The Pensions Regulator to help optimise customer journeys
CCA PARTNERSNew Customer Journey Tracker improves how TPR and HGS analyse and engage with customers
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
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