What's On

Latest news, insight & opinion from CCA

Thanks a bunch

Wouldn’t it be nice to be served by a company that not only fulfills your needs to the letter but does it cheerfully and efficiently, and better yet - actually anticipates what you might need in advance? It happened to me this week and I am ...

Read more

Blue sky thinking?

One week today marks the Summer Solstice - the shortest night of the year. The thought of the official start of summer being just days away is a cheery one whether you’re looking forward to Royal Ascot, strawberries and cream at Wimbledon, or p...

Read more

The Call Centre: Comedy of Errors

It takes a lot of chutzpah to outdo the cringeworthy antics of David Brent from ‘The Office’ but step forward his doppelgänger - Nev Wilshire founder and CEO of ‘Save Britain Money’ and larger-than-life star of the BBC 3 ...

Read more

Big Data or Big Brother?

Big Data has been hailed as the exciting second phase of the digital revolution, with experts calculating that it has the potential to generate up to tens of billions of pounds of economic benefit; and to transform public service provision, healthcar...

Read more

Big Data or Big Brother?

Big Data has been hailed as the exciting second phase of the digital revolution, with experts calculating that it has the potential to generate up to tens of billions of pounds of economic benefit; and to transform public service provision, healthcar...

Read more

The march of the mobile

Just when you think you’ve got mobile etiquette sussed, out pops a new statistic that makes you think again. New research issued by Co-operative Funeral Care this week showed that even in death there is no escape from the tyranny of the mobile...

Read more

Real time recognition

Unless you have been living on a desert island you cannot have missed the media coverage and fulsome accolates surrounding the resignation of Sir Alex Ferguson from Manchester United. Many would profoundly disagree with his idiosyncratic and aggr...

Read more

Telephone numbers - hide and seek?

I was drawn to a headline in Wednesday's 'I' newspaper which read: “How to raise GDP? pick up the phone!” The writer makes a cogent plea on behalf of frustrated consumers who are increasingly infuriated by organisations which require them...

Read more

Changing perceptions.....

Our industry is changing at a pace. The future is approaching faster than we know. Many organisations are motoring ahead with transformations we could never have envisaged before. So why are these changes not changing customers’ views of cal...

Read more

The Iron Lady's legacy

Love her or hate her, the death of Margaret Thatcher has sparked heated debate on the nature of leadership and the legacy of the Iron Lady. The arguments are particularly pertinent for the customer contact sector as the reforms Thatcher introduc...

Read more

Upwardly mobile.....

This week saw the 40th anniversary of the first call from a mobile phone made by Martin Cooper in 1973 whilst he was General Manager at Motorola. Four decades on, the global telecoms industry is now worth around £800bn – much of the ...

Read more

Exciting innovations from CCA Industry Council

This week’s CCA Industry Council focused on the main challenges facing some of our biggest brands in meeting changing consumer demands. An insightful case study was presented by our host, Barclays Wealth, detailing their journey from a c...

Read more

Stars of the Small Screen

Watching budget coverage on TV is mostly a sobering experience but it put a smile on my face when I tuned into a BBC report this week which featured post budget interviews with staff at the Sage contact centre in the North East. Every one of them ...

Read more

Out with the old....?

Most of the organisations in the CCA network are really challenged with sorting out which communication channels to use for which service offering to ensure appropriate brand alignment and of course great customer experience. We all know that custom...

Read more

It's a question of trust......

“I'm not upset that you lied to me, I'm upset that from now on I can't believe you.” Friedrich Nietzsche There’s that old adage – never debate politics or religion at a dinner party. Well the news coverage in recent mo...

Read more

CCA on the road!

It’s been another busy week at CCA with lots of information sharing and thought-leadership discussions both across the country and across the Atlantic! I was delighted to present yesterday at Verint’s Global Sales Kick-Off event in Atlan...

Read more

The Future of Work - A long running paradox

Employment figures announced this week showed that UK unemployment fell in the three months to December, while the number of people in work jumped to a new record. The figures from the Office of National Statistics indicate that more than 580,000 mo...

Read more

RIP Landline - You'll cold call me no longer

This was a headline from an interesting article in The Times last Saturday emphasising how the humble landline, once the much loved communication for friends and family to share intimate conversations, has now become an object of mistrust with many p...

Read more

Cookies

CCA uses cookies to enhance your experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on cca-global.com.
Please read our cookie policy for more information   ACCEPT & CLOSE