llied Bakeries produce household brands such as Kingsmill, Burgen, Alliosn and Sunblest. They tell us what CCA Global Standard means to them and why accreditation is important
What's On
Latest news, insight & opinion from CCA
Staff are being asked to complete surveys to assess their readiness for a return to the workplace
The role of the team manager is under the spotlight with spans of control being reviewed as to whether things should change for home-based teams.
Is it time for an overhaul in thinking post-pandemic to make mission critical decisions with confidence?
Some organisations are exploring how to best respond to the hurdles encountered around high-risk activities such as financial crime, fraud etc.
Today's pandemic demands a resilience and a set of rules to thrive, rather than merely survive this period of uncertainty
Some members are looking to be more pro-active in guiding customers through their shift to digital, explaining and hand-holding them with the aim of reaping the benefits of this further down the line.
We accept incredible intrusions into every aspect of our lives, actively and passively by pressing 'I agree' to just about anything
Organisations have been looking now for some weeks at what a new model of work may look like as operations have begun to settle and as businesses prepare for potential easing of restrictions.
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Taking things day by day is harder for some than others, but essential for us all as we adapt to our new normal
Thinking to the future and the speed at which hybrid models were developed, if we were to begin reversing that approach now, what would the model look like? What plans are being put in place to adapt as measures and approaches will change?
'Which parts of the new normal will prevail?' are hot topics for our network
There has been a shift in channels where organisations are encouraging customers via websites and IVR to use digital services rather than call. The success of this is being evidenced by volumes below forecast and a greater uptake on services via Apps and
The current crisis has acted as a very large magnifying glass for many organisations
There are endless fun stories about unexpected incidents happening on video calls
Many people are now working in a very different environment and have been for some weeks. The lack of personal contact and the camaraderie that exists in the contact centre is perhaps a downside for some. Communication is vital.
Steering your customer experience strategy into the future. Our new research highlights the reasons why organisations can no longer afford to ignore the impact of digital transformation.
This research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience. Areas of attention include: - The potential barriers preventing organisations from being more digitall
When designing compensation, it's critical to think of the total rewards package and its effects on the employee experience. This report from Gallup advises on how to build the best rewards package, and motivate your team while doing so - as well as tailo
The Outsourcing Playbook is about getting it right. Getting it right when we decide to deliver services using in-house resources and getting it right when we decide to deliver them in partnership with the private and third sectors.
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