CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
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Latest news, insight & opinion from CCA
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...
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...
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...
No doubt brows were wiped with relief as Westminster announced a tiny but essential 0.3% growth in GDP. We had narrowly avoided the dreaded ‘triple dip’ recession. Closer scrutiny revealed that it was in fact the service sector gains whic...
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...
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...
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 ...
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...
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 ...
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...
“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...
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...
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...
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...
This story which appeared in the BBC news this week tells us that everything we know and can see in the Universe only makes up about 4% of the stuff that is out there. Scientists predict that about 73% of the Universe is made up of dark energy - a p...
The rise of multi-channel customer contact puts an onus on all of us to identify and deploy the best technologies out there to help us do our jobs better and keep our increasingly demanding customers happy. Sounds simple, doesn’t it ? We all...
It’s been another exciting week consulting with key members of our network to finalise the focus for CCA’s research agenda for 2013. An early meeting in the week with the Professor for Marketing at University of Strathclyde got the intel...
This week has revealed more high street casualties with HMV and Blockbuster, together with disappointing results from M&S. There has been a deluge of reporting from all sorts of analysts, but one thing is becoming clear - a failure to act on what...
As we begin our journey into 2013 we know there are some key challenges ahead. I recently spoke to Neil Davey at myCustomer.com about predictions for the big issues for 2013 and you can view the full article here. The first week of 2013 has seen lo...
If your office is anything like the CCA office then it will be pandemonium with all the last minute planning before we all take a well deserved break. It has been an amazing year in so many ways but also probably one of the most challenging in mem...
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