With huge advances in the tools and methods available to analyse unstructured customer data, Vanessa Flather takes us through the wealth of untapped insight to be gained from Voice of the Customer (VoC) feedback.
What's On
Latest news, insight & opinion from CCA
As the world reopens we must move away from the ways of working of the past and embrace the opportunities of the future, thereby truly gaining the benefits of hybrid working. Gobeyond Partners, part of the Webhelp group, share their views on the workplace
Webhelp's proprietary machine translation solution equips advisors to deliver high-quality CX with up to +35 NPS improvement and up to 50% optimized performance
As the pandemic disrupts established offshoring locations in Asia Pacific, global brands are assessing and ramping up alternative offshore sourcing locations within Africa. The C-suite recognize that the continent offers a clear route to maximizing busine
People empowerment is a significant factor in modern workplace culture, and this has come into even sharper focus in a post-pandemic workplace. Here, Gobeyond Partners, part of the Webhelp group, look at the steps required to create an empowering culture
Is your firm actively making vulnerable customers' lives worse?
How can companies improve the way they recognise, record and respond to vulnerable customers in the face of looming global financial hardship?
Embedding an award-winning vulnerability strategy supporting colleagues to support customers
CCA PARTNERSIn this session, we hear from the award-winning team at Scottish Widows who won the CCA Excellence Award for Best Vulnerability Strategy 2021. Described by the judging panel as, 'clear passion coming through about helping vulnerable customers and adjustin
Everyone deserves to give and receive recognition regardless of job title, tenure or function. Recognise your Heroes today!
Since February this year, led by CCA Visionaries, we have been working with more than 50 of the leading service and CX brands across the UK & Ireland with programme partners HGS and Oracle, to explore different future scenarios to anticipate what service
It's always been the job of the first line manager to keep the show on the road and give of their time, energy and experience to ensure teams are well supported and looked after.
CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2021 can be fou
CCA Future Scenarios is designed to help you make the right decisions for future service and CX propositions. Sign in below to access all sessions from 2021 so far.
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
Today marks the beginning of Customer Service Week 2021 â?' a chance to recognise and celebrate the hard work and dedication of teams everywhere, committed to delivering for customers time and again.
Liberata announce that their customer services team have retained their CCA Global Standard V7 accreditation.
For the third consecutive year, Copart have achieved re-accreditation with CCA Global Standard, a globally recognised framework that assesses the reliability and effectiveness of customer service operations.
2020 saw massive challenges for the UK financial services sector, including banking. Paul Garbutt explains the top ten themes to focus on in the journey to recovery.
CCA Excellence Awards recognises and celebrates achievements in customer service excellence and are coveted by many leading global brands.
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