What's On

Latest news, insight & opinion from CCA

Remembering JFK: The power of words

As America marks the 50th anniversary of the assassination of John F Kennedy today, the world will remember a charismatic leader not just unafraid of change but one who fought for it with peerless eloquence and passion. Shot down in his prime, crit...

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Real time reality check

One of the dominant themes that emerged at Convention is that delivering speedy service is no longer enough - the new challenge is meeting customer needs in real-time. Presentations from six leading service organisations confirmed that the speed ...

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Reasons to be cheerful

With just days to go before the start of CCA’s 19th Convention in Edinburgh I can really sense the rising excitement among members shortlisted for this year’s Excellence Awards. I was privileged to read some of our judges comments on the ...

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A time for change

I hope you all had a Happy Halloween, steered clear of the ghouls and ghosties and enjoyed more treats than tricks. Autumn is a season of change, when shadows at dusk can trick you into thinking that something you glimpse on the horizon is someth...

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Automatic for the people

If there is one issue guaranteed to polarise opinion it is the question of whether the buzzword for the future of customer service is personalisation or automation. It certainly galvanised conversation at a great event I attended in London this week ...

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Chilly tones

Are you feeling an autumn chill yet? If so, you are probably thinking of switching on the central heating - but the prospect of a sharp rise in energy prices next month may persuade you to reach for a sweater instead. Unless you were out of the co...

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Being Human

Amid a drive for automation and efficiency in contact centres, it is heartening to see examples of organisations that value the importance of the human voice when it comes to dealing with customers in distress. The latest TV ad from insurance compan...

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Living your values

The banking sector has struggled to restore public trust in the wake of financial scandals but encouraging signs are emerging of radical changes in corporate culture at the highest level, designed to rebuild trust at the front line in customer servic...

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Down to earth with a bump

When Michael O’Leary, CEO of Ryanair, stood up last week and admitted to shareholders that not only is there something wrong with the airline’s approach to customer service, but that his own character ‘deformities’ may be to b...

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A new BPO landscape

When you are travelling, sometimes subtle shifts in the landscape creep up on you, while at other times a new feature on the horizon signals unequivocally that you have reached a new territory. I was thinking about that this week on my way back from ...

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Plastic Fantastic

Browsing the news headlines this week you’d be forgiven for thinking you were caught in a timewarp given the excitement generated by news from two very different organisations involving plastic product innovation. The buzz is more understandab...

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Old School, New World

The opening of the new £189 million Birmingham Library this week showcased a great example of a successful marriage between old school ways of learning and the new digital world. It houses one million books alongside digital information screens...

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Sniffing out a perfect match

It is not often that I can claim to have something in common with the President of the United States, but right now there is one thing - we are both the proud owners of new dogs. President Obama just welcomed Sunny, a Portuguese water dog into the...

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Game on

One million tickets went on sale this week for the 2014 Commonwealth Games in Glasgow causing a stampede for tickets which temporarily crashed the website. However, the technical hitch - which was swiftly overcome - did not sour coverage of the count...

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Home Truths

Home or remote working has been a common phrase in most offices for several years now, but the notion of working outside the traditional environment for contact centre staff is only just beginning to emerge. Currently, home-workers represent less tha...

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The 'wow' factor

We’re unaccustomed to economists waxing lyrical, so when a City economist recently declared that the only way to describe the latest data was ‘wow’, his exuberance punctured the gloom which has pervaded economic debate for so long....

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Through a Glass Darkly

At the risk of sounding like Dr Who (whichever incarnation you prefer), I recommend taking a virtual trip backwards in time to gain a fresh perspective on the present. I had an opportunity to do it at Edinburgh’s Camera Obscura, a Victorian &l...

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Is the age of the password dead?

Sometimes TV ads just make you want to flick channels but on occasion an advert comes along that really makes you think. A recent one that struck a chord with me is for Barclays Wealth and features a young woman on the phone being asked the usual kin...

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A waiting game......

It was all about waiting this week as the world’s eyes turned to the Lindo Wing at St Mary’s Hospital for the arrival of the new Royal Baby. As reporters worked solidly for more than twelve hours to fill the airspace with commentary and ...

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