What's On

Latest news, insight & opinion from CCA

The art of measurement

Employment figures reported recently were better than anticipated with unemployment falling to its lowest level for a year. This is despite a shrinking economy and is causing economists to scratch their heads .. “a genuine economic puzzle&rdqu...

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Olympics reach fever pitch.....

In London this week – my first visit since the Olympics has started. What an amazing atmosphere! The games have really touched hearts and minds – particularly with Team GB winning so many medals! Got the chance to see the women’...

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The winner take it all....

What a roller coaster of emotions we have experienced this week for all of us who have been glued to the Olympics! To see so many great athletes and competitors striving for world-class performance is a sight to behold. In customer contact, CCA wer...

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The world is a stage....

After years of waiting, the official opening of the London Olympics 2012 is upon us. Years of planning, organisation and, I’m sure, lots of blood, sweat and tears have come together for what promises to be a ‘once in a lifetime’ ex...

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Texting overtakes talking....

There were a couple of really interesting stats published this week. Firstly the new Ofcom report that reported mobile voice calls are in decline for the first time as more of us are switching to text and online communications – the average co...

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Rebuilding the brand

Earlier this week some 7m customers were affected by the service outage at O2 and the network issues at RBS Group are still having an impact on some of its customers. It is crucial that today’s businesses have the capability and culture to acc...

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Over the past few weeks we have attended various meetings and conferences with analysts, industry experts and a range of other experienced and qualified academics and business people. There are certainly lots of very exciting and interesting things...

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Understanding the value of contact centres

Earlier this week I met with our BPO Council in London to discuss how, as an industry, we must find a way to better communicate the business benefits of customer contact centres: they provide customer insight to the business and support customers wit...

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Time for Standards?

My first thought on hearing the unfolding news about the banking LIBOR scandal and other related headlines was how difficult it must be for front-line agents dealing with customers at any of the organisations involved. Equally how difficult it must ...

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Showcasing Excellence

Recognition and reward have never been more important than it is today in our very challenging economic climate. CCA are committed to showcasing award winning approaches to customer service – whether that is through organisations achieving an...

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Achieving Smarter Service

Survey now live! Please click here to complete. Within the arena of customer experience there is considerable division over whether we must delight customers or reduce the effort associated with resolving an enquiry or transaction. It has convincing...

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Time to celebrate!

This long weekend sees the Queen celebrate 60 years on the throne and here at CCA we have our own reasons to put up the bunting and crack open the champers. At the close of last week we launched our brand spanking new website which we believe will ...

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To IVR or not to IVR?

“I'm not a Luddite; I don't rage against the machine; and I've always argued that the digital age is making life better in almost every way. But there are some things even in the 21st century that humans still do better than robots” . Th...

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A Journey to Experience

This week CCA have had another packed week of events, workshops and research releases all aimed at supporting best practice and knowledge sharing across the contact centre industry. The second of a two part Social Media Masterclass was held in G...

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What does good look like?

This week we held the first meeting of a new industry-wide initiative aimed at identifying ‘what does good look like?’ across a number of core business areas – this first session focused on organisational design and business struct...

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Rebuilding trust in our banks

This week saw the delivery of a speech as part of the annual Today Programme Lecture by the governor of the Bank of England Sir Mervyn King within which he renewed the push for bank reform. He blamed a collective failure of imagination to foresee iss...

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Celebrate a Coming of Age!

Unbelievably we are now in our 18th year of hosting and assembling the CCA Convention! This maturing is a reflection of the developments in the contact centre industry itself - we have the experience and knowledge which comes with ‘adulthood...

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CCA Convention 2012: The build up begins!

The CCA team have been working hard to develop the most relevant and forward-looking agenda for attendees at the 2012 Convention. Reflecting on the issues facing consumers, there is clear lack of trust in the companies, institutions and brands they t...

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