Hear from Paul Turner, IT & Finance Director and Jason Greene, Systems Manager, about how a major contributor to the UK's performing arts supported employees throughout the pandemic with RingCentral Contact Centre and unified communications.
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Latest news, insight & opinion from CCA
Daljeet Kaur, Valda Energy's Operations Director, explains how RingCentral's solution helped the company prioritise employee wellbeing and keep all service channels open during a time of crisis.
Passionate about providing the best customer service, every day
For over 20 years CCA has provided highly acclaimed collaboration opportunities to develop progressive customer strategies. Leading house-hold brands, public and private, engage in the CCA network. As customer service strategies and operations evolve r
Exploring the art of the possible
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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 public health emergency around coronavirus may not be abating, but businesses cannot wait to take crucial decisions about who works where, now and in the future. Management Today partnered with Hays to ask 280 leaders and senior decision-makers in UK
Empower Your Virtual Employees and Unlock Your Team's Potential
Findings from CCA Visionaries on the challenges with digital transformation
Building better customer experience in a digital world
CTRL ALT DELETE - The Great Reset. The future of work to 2030.
llied Bakeries produce household brands such as Kingsmill, Burgen, Alliosn and Sunblest. They tell us what CCA Global Standard means to them and why accreditation is important
Steering your customer experience strategy into the future. Our new research highlights the reasons why organisations can no longer afford to ignore the impact of digital transformation.
This research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience. Areas of attention include: - The potential barriers preventing organisations from being more digitall
When designing compensation, it's critical to think of the total rewards package and its effects on the employee experience. This report from Gallup advises on how to build the best rewards package, and motivate your team while doing so - as well as tailo
The Outsourcing Playbook is about getting it right. Getting it right when we decide to deliver services using in-house resources and getting it right when we decide to deliver them in partnership with the private and third sectors.
Recruitment can be a costly exercise and guaranteeing your investment in sourcing the right candidates pays off, can be a major challenge. This research examines the practices of a wide range of organisations to determine their approach and future plans f
'Sentiment' is generally referred to as a method of measuring emotion in customer and agent interactions. This report offers an insight into sentiment analytics as the foundation for AI modelling for understanding customer and agent interactions, and how
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