.png)
In this session we will explore the opportunities from building a stronger and more diverse workforce who can best respond to customer needs. We'll also be exploring how we ensure we have an inclusive mindset for customers.
What's On
Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
Wednesday, 9 December this week was deemed the least romantic day of the year; the rationale being that we are starting to get stressed by Christmas creeping closer, but the big day is still too far off to completely slow down. Would be romantics cit...
Winning the Davis Cup was a tremendous accolade for Andy Murray this week. Having ended a 76-year wait for a British male to win the US Open, a 77-year wait for a Briton to win Wimbledon, a 79-year wait for Britain to win the Davis Cup and a 104-year...
It’s been a rather gloomy week in terms of news with global events creating a sense of uncertainty for many of us. At times like this we often find ourselves focusing on the small things in life and realising that we all have a lot to be t...
This BBC programme unearths some startling revelations for those who take part; I found myself unwittingly embroiled one evening this week in a similar exercise via ancestor.com, courtesy of a new found relative who is an avid genealogist. It's ...
The ongoing furore about hackers stealing Talk Talk customer data took a new twist this week with suggestions that large organisations should think about hiring the skills of the hackers. Unbelievably it appears that those responsible may be as young...
“Life is really simple, but we insist on making it complicated.” ― Confucius Elaine Wyllie would certainly get the thumbs up from Confucius. The recently retired award winning headmistress ensured that all her pupils in St Nin...
Headlines this week have been dominated by theft and fraud of all sorts; depressing news for those who believe in the honesty of mankind. A traditional heist attempt in Aboyne (Aberdeenshire) backfired when thieves tried to steal a garage ATM mac...
The media, internet and social channels were filled this week with 'Back to the Future' day! On what would normally have been another regular October day, movie fans worldwide celebrated the date in the film where Marty McFly and the Doc got into the...
Their capacity for partying may be unchanged; but the Rolling Stones request for instructions on how to use everything from the TV and DVD players to air conditioning and lighting indicates they have trouble mastering the latest technology. Acco...
Today draws Customer Service Week to an end. It's been an enjoyable period at CCA with an abundance of member engagement, in celebration of fantastic individuals across the spectrum of public and private sectors alike. This week also saw the anni...
The last few weeks since the election of Jeremy Corbyn as HM Leader of the Opposition in Parliament have been nothing short of eventful. Hoisted to the top despite having not put himself forward at the outset, he finds himself at odds with sections o...
Last week’s glamorous Emmy awards saw The Game of Thrones sweeping the boards with no less than 11 wins. Commentators have had a lot to say about the overwhelming success of newer streamed services versus traditional blockbuster dramas such as ...
Chatting to Ian my hairdresser this week, we got onto the subject of which jobs would be safe from robots taking over; hairdressing being one of the most likely. The media has been buzzing in response to the research from Oxford University which warn...
It has been a while since the press have focused on a generic call centre debate so it was interesting to see the coverage over the weekend of Which?’s latest consumer research which states that the UK’s biggest gripe is overseas call cen...
Even the most ardent anti-monarchists could hardly fail to be impressed with the Queen’s dignified achievement of becoming the longest serving monarch in history on Wednesday. In a scene more befitting her ancestor Victoria she chose to travel ...
An interesting blog from Richard Branson this week entitled 'You can't fake personality, passion or purpose' describes how the Virgin group hires new recruits. Top of the tree is personality; always winning over the 'book smarts' whilst experience...
The fireworks finale marking the end of the Edinburgh Festival is a sure sign that summer is over and time to get back to the day job. With over 3000 acts on offer it would be difficult not to find something of interest, a feat of organisation reflec...
This time of the year is generally known as ‘silly season’ by journalists .... a slow time for hard news so the sillier stories and the good news stories get more airtime and column inches. This week Cilla’s funeral (sad not silly)...
Exam results fever hit again this week as the A-level results were issued. Students celebrated, and perhaps commiserated, as the results were announced whilst their Scottish counterparts were a week earlier. As is regularly the case, every year...
...is a wise piece of advice given to me by my economics lecturer quite a few years ago at University. I ignored it at my peril this year by booking short, nearshore staycations instead of travelling afar, believing that last year's never ending glor...
Cookies
CCA uses cookies to enhance your experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on cca-global.com.
Please read our cookie policy for more information ACCEPT & CLOSE