Marvin Humes will be gracing the stage at the CCA Gala Dinner and Excellence Awards Ceremony in Glasgow on 25th April 2024!
Marvin Humes will be gracing the stage at the CCA Gala Dinner and Excellence Awards Ceremony in Glasgow on 25th April 2024!
Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.
AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.
Since 1900, the UK has seen 9 recessions while US has waded through 23. Since the end of World War II, there have been 4 global recessions. And we're currently in the middle of another drastic economic downturn. If there was ever a need for good leadershi
Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.
CCA Global, a leading authority in customer service and experience, is set to co-host a major event alongside The Knowledge Group (tkg), in Edinburgh on 21 February, focused on the future of outsourcing, technology, and customer service.
Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.
This Whitepaper explains why you will need to rethink standard recording practices that were established long before AI-powered voice analytics were a possibility, empowering you to gain a competitive advantage and see the real benefits from a conversatio
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
The latest CCA CEO Industry Council Forum session took place at the Gherkin in London in association with partners HP Poly.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
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.
This 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
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
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