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Latest news, insight & opinion from CCA
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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
Share your views in this new piece of research!
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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.
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A collaborative project using a close network of leading private and public sector brands, this report draws together insights from research captured and analysed since the beginning of the pandemic along with key market intelligence to produce critical l
Over 89% of customer service leaders in the UK have seen an increase in support volumes across digital channels like email, live chat & messaging, social media and website.
Employee wellbeing is the main concern for 95% of respondents to a new survey conducted by CCA on future working models.
The new CCA Inspire programme launches on 24 September to support and inspire a new wave of leaders.
The new CCA Inspire programme launches on 24 September to support and inspire a new wave of leaders.
How can we stay positive during periods of uncertainty?
Josh joined us for the CCA Summer Convention 2019 and shared a few personal thoughts for CCA members after his talk.
Orla and Carla share two top tips to consider when working in front line operations
An hour with Emma Bell teaching us the importance of building resilience to thrive through any crisis
Natalie Calvert shares insights on addressing the challenges of remote working, how to create a great remote working culture and how to adapt employee engagement
Today's pandemic demands a resilience and a set of rules to thrive, rather than merely survive this period of uncertainty
We accept incredible intrusions into every aspect of our lives, actively and passively by pressing 'I agree' to just about anything
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Taking things day by day is harder for some than others, but essential for us all as we adapt to our new normal
Is it always so easy to spot a vulnerable person?
It's unlikely we will recognise the roles we have today in 10 years' time
One of our most challenging issues will be best supporting front-line managers whose responsibilities are very different from what they set out to be.
No one predicted the continuously rising tide of vulnerability post 2008 crash
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