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Latest news, insight & opinion from CCA
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Creating plans for service transformation

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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Collaborative Working

For most organisations, communicating and working with other departments is a critical daily activity. This infographic summarises the findings of our Collaborative Working Report, produced in collaboration with Poly (Plantronics).

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Future Contact Centre Customer

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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Health and Well-being Report

This survey of over 1,000 people professionals provides valuable benchmarking data to help organisations evaluate and improve their health and well-being practices. It also aims to get under the skin of workplace policy and culture to give the profession

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Heroes and Zeroes

Last week seems like a year ago, and things that seemed unimaginable only a month ago are now part of our normal daily lives

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COVID-19: Week 2 - Views from the CCA Network

Many frontline agents are experiencing huge anxiety around leave allowances. In response, many businesses are updating and swelling leave policies in order to accommodate agents during the pandemic and cover not only sickness leave but allowances for self

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