More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.
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What's On
Latest news, insight & opinion from CCA
As a result of homeworking/hybrid working, everyday activities and operational processes are being thrust into the spotlight, often requiring a new approach or adaptation to achieved desired results.
Webhelp announces appointment of Samantha Williams as MD, Client Solutions
With the continued growth of digital, more companies are developing messaging functions within their app and web platforms as a key servicing channel for customers.
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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 Best Practice Forum sessions from 2022 now
3 guiding principles for insurance data journeys
In this virtual session, we'll share and discuss new research and benchmarking results from CCA's recent thought leadership programme on 'Attracting and Retaining the Right Talent for Future Success.'
In the contact centre, time is money - and every second of time is reduced is money saved for the organisation and a smoother experience for the customer.
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
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