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
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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
Perhaps the next decade will bring about a renewed yearning for human connection?
Access the highlights and key take-aways from our People & HR Forum, held at CCA HQ on 8 May 2019. Presentations from Standard Life and Coventry Building Society helped shape new concepts on vulnerability, engagement and positive culture change.
With Brexit looming, we have rarely experienced such uncertain times. As a senior business leader, what changing expectations are being presented by your customers and employees and how are you personally managing these? What changes to BAU are you experi
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