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Latest news, insight & opinion from CCA
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Creating plans for service transformation

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

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Match ready

Whether you’re glued to the World Cup action in Rio or hotly anticipating Wimbledon, there’s no escaping sporting fever right now. After England’’s upset against Uruguay this week, as well as sore hearts for fans, there will ...

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Match ready Whether you’re glued to the World Cup action in Rio, hoping for a win in the office sweepstake or hotly anticipating Wimbledon, there’s no escaping sporting fever right now. As well as source of enjoyment, sport offers...

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Power to the people

If you were in any doubt that the economy is improving, confidence is growing and people are on the move again, you only have to look at a surge in the numbers of people seeking passports and the UK Passport Office’s hapless efforts to deal wit...

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Scaling the peak

In many respects we all have to climb a new mountain every day to impress our customers. But do we simply retrace our steps each time or do we learn from each customer encounter and use our knowledge to deliver a better service experience? It is ...

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KISS (Keep it simple, stupid)

'Keep it simple, stupid' or KISS has become one of the most popular maxims of modern business and political leaders - though many struggle to live up to it. Adopted by the US Navy in 1960, KISS enshrines the principle that most systems work best if t...

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Horses for courses?

A flurry of headlines this week underlined the extent to which we are dealing with an increasingly fragmented, and in some ways even polarised, customer base. The Sunday Times Rich List revealed that there are now more than 100 billionaires in the UK...

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Genuine Gratitude

Recognising when our people do good things for us, our company and our customers is important - communicating the fact that we not only recognise what they do but appreciate it and are grateful, is equally important. Recruitment company www.monste...

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Signs of hope

It is good to end a busy week on a hopeful note, with fresh signs of a sincere commitment to rebuilding customer trust in sectors where trust had reached an all-time low and with the successful launch of our new MBA programme. Ian Peters, Managing...

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Turn off, tune in

If you have ever sat in the ‘quiet coach’ of a train you may have a sneaking admiration for Francoise Hollande’s decision to ban mobile phones from French cabinet meetings. With the French economy struggling, the President decided t...

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Wisdom in the crowd

As we head into Easter holiday weekend, one thing most of us are likely to experience is crowds, whether it is on the motorway, at the airport or the supermarket. The sight of a heaving mass of strangers between you and where you want to get to is...

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ss

The nostalgia of the twelve days of Christmas seems to have been replaced by the stampede of Black Friday and Cyber Monday. Many of us will have viewed the footage of shoppers scrambling to get their hands on merchandise with big brand retailers John...

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Einsten's legacy

Albert Einstein's definition of insanity – ‘Doing the same thing over and over and expecting different results’. To a greater or lesser extent, we all do it every day in our workplace, for different reasons and in different ways ...

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Tipping Point?

Some say you have to look back to look forward and as this year marks the 20th anniversary of CCA Convention, I’ve been taking a look back at 20 years of critical customer service topics we’ve addressed. Several factors emerge as peren...

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New transformers

This has been a hugely stimulating and busy week as senior customer service professionals from across the entire CCA network came together to exchange ideas on delivering transformational change in customer service. This week’s meetings incl...

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One of the most moving and shocking scenes on television news this week was surely that of the relatives of passengers from missing Malaysia Airlines flight 370, being forcibly removed from a press conference, screaming and crying. As the mystery ove...

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Information stakes

One of the most moving and shocking scenes on television news this week was surely that of the relatives of passengers from missing Malaysia Airlines flight 370, being forcibly removed from a press conference, screaming and crying. As the mystery ove...

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Internet of Lost Things

This week marked the 25th anniversary of the internet. We are living in the most ‘connected’ age ever. What could be better? The answer, apparently, is the next evolution of the worldwide web: the ‘Internet of Things’. In e...

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New talent contest

If you’ve felt like exploding with rage recently, be careful you don’t bring on a heart attack. New research by Harvard School of Public Health found that getting angry can increase your risk of suffering a heart attack or stroke by up to...

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Virtually human

If you watch the Oscars this weekend, look out for the Spike Jonze movie 'Her' for a vision of what could be the ultimate customer service of the future, with technology trumping humans at knowing what we want and delivering it faultlessly every time...

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Going for a gold standard

To the untrained eye watching the Winter Olympics in Sochi, some sporting events appear more complex, more tactical or more skillful than others, prompting debate over whether some gold medals are harder won than others. A common joke is that the ...

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