The State of Customer Engagement Report 2022 reveals that digital customer engagement has made a significant impact - increasing revenue by 70% on average for companies that invested in it. Unsurprisingly, these same companies expect to almost double thei
Poly audio and video solutions improve customer experience with clear communication everywhere your employees work.
Learn how The Share Centre demonstrated a massive 285% increase in productivity and reduced time to audit using the EvaluAgent platform.
A guide to unlocking the benefits of AI and the cloud with future-proof solutions that protect your current investments
Meet four banking leaders disrupting fraud with Nuance technologies
How retailers can use AI to empower their agents and create standout CX
Inspiration and motivation for UK public sector organisations, and the optimistic realists driving them forward
Your customers still want to talk - so wow them with conversational, cost-effective experiences
Start with your culture
3 Ways to Help CSRs Do Their Best Work
Contact centers face a hybrid work dilemma. Work-at-home agents feel disconnected from HQ, but no one wants to return to office. Yet the need for collaboration, training and support is greater than ever. Customer calls are getting more complex, and the fi
What to expect from this guide... It's reported that an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty. You can be instrumental in helping to improve the overall customer experience (CX) by readdressing your
In this guide, we will focus on the potential benefits, challenges and opportunities for using Conversation Analytics to automate your existing quality assurance processes.
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CCA Global Standard Accreditation for Customer Experience will launch on 1 December 2022
A counterintuitive investment in technology may be the answer
In the lead up to the CCA Excellence Awards entry closing date, a number of opportunities are available to anyone considering submitting for the Awards. These are designed to help applicants focus on the strengths of the person, team or initiative being n
Catch up on this session where we provide an update on a range of new products and services designed to support customer service and CX leads in the months ahead.
The UK operations of Hinduja Global Solutions Ltd (listed in BSE & NSE) today announced its partnership with MaxContact, an award-winning customer engagement platform that helps contact centres build smarter customer experiences.
This week we hosted the first of the newly reformed CCA CEO Industry Council in London hosted by long-standing partners Poly at their incredible experience centre in The Gherkin. There were so many valuable insights but below are the Top 10 quotes from th
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