What's On

Latest news, insight & opinion from CCA

Texting overtakes talking....

There were a couple of really interesting stats published this week. Firstly the new Ofcom report that reported mobile voice calls are in decline for the first time as more of us are switching to text and online communications – the average co...

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Rebuilding the brand

Earlier this week some 7m customers were affected by the service outage at O2 and the network issues at RBS Group are still having an impact on some of its customers. It is crucial that today’s businesses have the capability and culture to acc...

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Over the past few weeks we have attended various meetings and conferences with analysts, industry experts and a range of other experienced and qualified academics and business people. There are certainly lots of very exciting and interesting things...

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Understanding the value of contact centres

Earlier this week I met with our BPO Council in London to discuss how, as an industry, we must find a way to better communicate the business benefits of customer contact centres: they provide customer insight to the business and support customers wit...

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Time for Standards?

My first thought on hearing the unfolding news about the banking LIBOR scandal and other related headlines was how difficult it must be for front-line agents dealing with customers at any of the organisations involved. Equally how difficult it must ...

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Showcasing Excellence

Recognition and reward have never been more important than it is today in our very challenging economic climate. CCA are committed to showcasing award winning approaches to customer service – whether that is through organisations achieving an...

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Achieving Smarter Service

Survey now live! Please click here to complete. Within the arena of customer experience there is considerable division over whether we must delight customers or reduce the effort associated with resolving an enquiry or transaction. It has convincing...

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Time to celebrate!

This long weekend sees the Queen celebrate 60 years on the throne and here at CCA we have our own reasons to put up the bunting and crack open the champers. At the close of last week we launched our brand spanking new website which we believe will ...

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To IVR or not to IVR?

“I'm not a Luddite; I don't rage against the machine; and I've always argued that the digital age is making life better in almost every way. But there are some things even in the 21st century that humans still do better than robots” . Th...

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A Journey to Experience

This week CCA have had another packed week of events, workshops and research releases all aimed at supporting best practice and knowledge sharing across the contact centre industry. The second of a two part Social Media Masterclass was held in G...

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What does good look like?

This week we held the first meeting of a new industry-wide initiative aimed at identifying ‘what does good look like?’ across a number of core business areas – this first session focused on organisational design and business struct...

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Rebuilding trust in our banks

This week saw the delivery of a speech as part of the annual Today Programme Lecture by the governor of the Bank of England Sir Mervyn King within which he renewed the push for bank reform. He blamed a collective failure of imagination to foresee iss...

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Celebrate a Coming of Age!

Unbelievably we are now in our 18th year of hosting and assembling the CCA Convention! This maturing is a reflection of the developments in the contact centre industry itself - we have the experience and knowledge which comes with ‘adulthood...

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CCA Convention 2012: The build up begins!

The CCA team have been working hard to develop the most relevant and forward-looking agenda for attendees at the 2012 Convention. Reflecting on the issues facing consumers, there is clear lack of trust in the companies, institutions and brands they t...

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Faster Horses

Tablet sales are set to overtake sales of traditional desktop pcs by 2015, with the industry set to become a $100bn plus market . Smartphone penetration also continues to increase and stands at around 40% in the UK and Western Europe. Whilst avoid...

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Driving down complaints and boosting trust

Last week saw the launch of the most recent quarterly energy complaints data compiled by Consumer Focus. This reported that during the last three months of 2011, complaints about the Big Six energy firms fell by 4%. It means that the level of complai...

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Voice of the Contact Centre

This week I presented new research conducted by CCA and Sabio regarding the customer service challenges for 2012 at an excellent Sabio and Avaya event which took place at the Royal Albert Hall. Attending the event were around 80 delegates from a wid...

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