CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
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
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
'Sentiment' is generally referred to as a method of measuring emotion in customer and agent interactions. This report offers an insight into sentiment analytics as the foundation for AI modelling for understanding customer and agent interactions, and how