CCA is delighted to announce the winners of the prestigious CCA Excellence Awards for 2021.
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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.
The controversial issue of cold calls and nuisance calls is rising up the political agenda as Liberal Democrat MP Mike Crockart has launched a Private Members’ Bill to tackle the issue. I joined him and consumer group ‘Which’ this w...
This week brought fresh evidence that the world is indisputably going mobile with news from Gartner that global personal computer (PC) sales have fallen for the fifth quarter in a row - the longest duration of decline in history. The decline is ...
In an age when customers are prone to rant and rage about poor service, it was refreshing to see the global media impact of a quaint and gently sarcastic customer complaint letter to an obscure Caribbean airline last weekend. Long-suffering air tr...
Recent headlines have demonstrated unequivocally that Britons are complaining ever more loudly and increasingly more often and they are airing their complaints via social media, phone calls, emails and good old-fashioned letters. One example alon...
Wouldn’t it be nice to be served by a company that not only fulfills your needs to the letter but does it cheerfully and efficiently, and better yet - actually anticipates what you might need in advance? It happened to me this week and I am ...
One week today marks the Summer Solstice - the shortest night of the year. The thought of the official start of summer being just days away is a cheery one whether you’re looking forward to Royal Ascot, strawberries and cream at Wimbledon, or p...
It takes a lot of chutzpah to outdo the cringeworthy antics of David Brent from ‘The Office’ but step forward his doppelgänger - Nev Wilshire founder and CEO of ‘Save Britain Money’ and larger-than-life star of the BBC 3 ...
Big Data has been hailed as the exciting second phase of the digital revolution, with experts calculating that it has the potential to generate up to tens of billions of pounds of economic benefit; and to transform public service provision, healthcar...
Big Data has been hailed as the exciting second phase of the digital revolution, with experts calculating that it has the potential to generate up to tens of billions of pounds of economic benefit; and to transform public service provision, healthcar...
Ask the proverbial man on the Clapham omnibus what contribution outsourcing activity makes to the UK economy and you’re likely to be met with a blank stare. But as we celebrate news this week that UK GDP grew by 0.3% in Q1 2013 (thankfully av...
Just when you think you’ve got mobile etiquette sussed, out pops a new statistic that makes you think again. New research issued by Co-operative Funeral Care this week showed that even in death there is no escape from the tyranny of the mobile...
Unless you have been living on a desert island you cannot have missed the media coverage and fulsome accolates surrounding the resignation of Sir Alex Ferguson from Manchester United. Many would profoundly disagree with his idiosyncratic and aggr...
I was drawn to a headline in Wednesday's 'I' newspaper which read: “How to raise GDP? pick up the phone!” The writer makes a cogent plea on behalf of frustrated consumers who are increasingly infuriated by organisations which require them...
No doubt brows were wiped with relief as Westminster announced a tiny but essential 0.3% growth in GDP. We had narrowly avoided the dreaded ‘triple dip’ recession. Closer scrutiny revealed that it was in fact the service sector gains whic...
Our industry is changing at a pace. The future is approaching faster than we know. Many organisations are motoring ahead with transformations we could never have envisaged before. So why are these changes not changing customers’ views of cal...
Love her or hate her, the death of Margaret Thatcher has sparked heated debate on the nature of leadership and the legacy of the Iron Lady. The arguments are particularly pertinent for the customer contact sector as the reforms Thatcher introduc...
This week saw the 40th anniversary of the first call from a mobile phone made by Martin Cooper in 1973 whilst he was General Manager at Motorola. Four decades on, the global telecoms industry is now worth around £800bn – much of the ...
This week’s CCA Industry Council focused on the main challenges facing some of our biggest brands in meeting changing consumer demands. An insightful case study was presented by our host, Barclays Wealth, detailing their journey from a c...
Watching budget coverage on TV is mostly a sobering experience but it put a smile on my face when I tuned into a BBC report this week which featured post budget interviews with staff at the Sage contact centre in the North East. Every one of them ...
Most of the organisations in the CCA network are really challenged with sorting out which communication channels to use for which service offering to ensure appropriate brand alignment and of course great customer experience. We all know that custom...
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