CCA is delighted to announce the winners of our awards programme 2022!
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Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
Battling with business has become a curse of our time, and many of us now spend the equivalent of a day a week simply managing our online lives. Unwelcome intrusions in the form of cold calls or spam can test the patience of even the most temperate a...
Dominating the news this week was the announcement from Nick Clegg that the coalition will pledge to prioritise mental health care in the NHS, investing some £180m to ensure patients have improved access to services. A new survey by insurer F...
Even the least romantic of us can’t fail to have been impressed by the glamorous spectacle of George Clooney’s wedding to Amal Alamuddin, complete with speedboats and vaporettos speeding through the canals of Venice. This fairy tale enga...
Apple topped the list of ‘coolest ‘brands in this weeks CoolBrands awards, with Twitter dropping out of the top 20, and Instagram making its debut at number 14. Voters were asked to bear in mind style, innovation, originality, authentic...
There are few issues that get people as hot under the collar as nuisance calls, and rightly so. The majority of us will receive them at some point and at the Information Commissioner’s Office (ICO) we receive more complaints about nuisance call...
That well worn phrase 'if it ain't broke don't fix it' is mostly sound advice but how do we ensure we have a consensus about what ‘broke’ actually looks like? Does the rhetoric match the reality? This was the critical discussion point a...
A few months ago I was preoccupied with thinking about what was the best way to mark five years of social customer care; a space I had been and continue to be involved with since 2008. I decided to produce a retrospective that brought together some o...
After a staggering 35 year absence, the enigmatic Kate Bush returned to the stage at Hammersmith Apollo this week much to the delight of her adoring fans, not to mention an impressive list of rock stars and celebrities. Media coverage and reviews hav...
On the same day I started to review the widely reported EE plan to charge customers 50p to 'queue jump' (read article here) I foolishly lost my iPhone- yes you've guessed powered by EE. What a chance to try the service, having recently changed provid...
How about a little popmaster quiz to brighten up your Friday? OK, just one question: In what year did Sting release his album ‘Ten Summoners’ Tales’ (hint - the one with the hit single ‘Fields of Gold’)? The answer is ...
As the sun shines and we are all becoming a little more chilled, it seems cruel to inflict the agony of anticipated exam results on our youngsters. For Scottish students the wait is finally over, exam results arrived on Tuesday. Now of course it's no...
Greg Rutherford’s beaming smile spoke volumes this week as he won Gold for the long jump at the Commonwealth Games in Glasgow. Most of us remember his success at the London Olympics two years ago, but few of us appreciate that his last year wa...
Who wouldn’t want to be a mind-reader? Wouldn’t it save all the expense and time we currently devote to extensive structured customer feedback research? Or maybe we need to consider other ways to get inside the heads of our customers? ...
You might not know Pharrell Williams’ name but you’re very likely to have heard his song ‘Happy’ which is the most played song on the radio for 2014 so far. It has proved so universally catchy that the United Nations made...
Here’s a summer challenge for those of you with good memories (and maybe a few grey hairs) - cast your mind back 20 years ago and see if you can recall the summer of 1994 (and no cracks about if you can remember it, you weren’t there!). ...
Even Dolly Parton would have to admit it: the days of working ‘9 to 5’ look numbered as organisations of all sorts begin to wake up to the benefits of flexible working. This week the government announced that every employee now has the ...
We had a really inspiring venue for the launch of Global Standard© Version 6 this week at Altitude, with panoramic 360 degree views over London. It was particularly apt for a new era in Global Standard© that involves a 360 degree view of an...
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 ...
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...
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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