Findings from the last year in customer service. An overview of the state of the industry and how change is coming into shape for the new decade, as well as a look at how things have changed over the past year.
What's On
Latest news, insight & opinion from CCA
For this research, conducted in association with Annual Platinum Partners Invest Northern Ireland, and Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda
It's difficult to predict what the future holds, but anticipating trends and planning ahead is what makes some organisations leaders and those who define the market. Completed in partnership with Gobeyond Partners, and including research findings from
This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future. We have explored what front-line employees l
This research conducted in association with Vodafone Global Enterprise seeks to gather the latest views, opinions and trends on the development of omni-channel customer contact as part of a digital strategy. The research probed the views of customer e
Six things every manager can do to make sure stress doesn't get in the way of success.
The CIPD's twentieth annual survey, in partnership with Simplyhealth, explores trends and practices in health, well-being and absence management.
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).
This research we conducted in association with Plantronics focuses specifically on: - How collaborative working is being undertaken in organisations - Trends for how this will progress in the coming years - How remote teams effectively communicate -
Digital transformation is a key initiative in many boardrooms. In fact, 84% of companies agree that digital transformation is important or critically important to their survival in the next 5 years. Digital transformation requires businesses to accelerate
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
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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