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Latest news, insight & opinion from CCA
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Front and centre regardless of the topic, is how can we best respond to customers and how can we best support our teams. Most businesses are continuing to be impacted by the tight labour market which is having a direct effect on how service is resourced.
CCA is delighted to announce the companies and individuals shortlisted for 2023's prestigious Excellence Awards.
REPORT: Finding the Perfect Match - Attract and Keep the Right Talent for Future Success
CCA PARTNERSThis new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and
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Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and use the insights to help create and improve customer experience.
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
CCA launches new Future Scenarios programme to explore the possibilities of future service and CX to 2025
What do we need to consider for our immediate future and what are the longer-term implications as we move forward to 2021?
Why are measures of stress and anxiety on the rise, when economists and politicians tell us we have never had it so good?
Leading the charge in CX innovation
Steering your customer experience strategy into the future. Our new research highlights the reasons why organisations can no longer afford to ignore the impact of digital transformation.
This research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience. Areas of attention include: - The potential barriers preventing organisations from being more digitall
A report exploring the 'generation gap' between customers, how these differences are perceived by organisations and how big they really are, as well as insights into the expectations and preferences of those from Generation Z up to the Silent Generation.
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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