What's On

Latest news, insight & opinion from CCA

Faster Horses

Tablet sales are set to overtake sales of traditional desktop pcs by 2015, with the industry set to become a $100bn plus market . Smartphone penetration also continues to increase and stands at around 40% in the UK and Western Europe. Whilst avoid...

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Driving down complaints and boosting trust

Last week saw the launch of the most recent quarterly energy complaints data compiled by Consumer Focus. This reported that during the last three months of 2011, complaints about the Big Six energy firms fell by 4%. It means that the level of complai...

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Voice of the Contact Centre

This week I presented new research conducted by CCA and Sabio regarding the customer service challenges for 2012 at an excellent Sabio and Avaya event which took place at the Royal Albert Hall. Attending the event were around 80 delegates from a wid...

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A new phase of offshoring and outsourcing?

On Tuesday, I had the great pleasure of presenting at an event focused on South Africa co-organised by the dti South Africa and Teleperformance. The event probed trends around South Africa as a location for offshored services and more broadly looked ...

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Celebrating Success

It has been a very busy couple of weeks packed with showcasing the successes of many of our member organisations. I attended the launch of the newest ‘Virgin Money Lounge’ in Manchester last week hosted by Chief Executive, Jayne-Anne Gadh...

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Capitalising on our talent

Youth unemployment led the agenda at Scotland's National Economic Forum whcih I was invited to participate in this Wednesday in Edinburgh. The forum offered the opportunity to discuss the new youth unemployment strategy and announced the appointment ...

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The Giftie

O wad some Power the giftie gie us To see oursels as ithers see us![1 ]O would some Power the gift to give us To see ourselves as others see us! These words written almost 250 years ago by the poet Robert Burns still have enormous relevance fo...

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Valuing our service sector

This week began rather inauspiciously with Blue Monday – proclaimed pseudo-scientifically to be the most depressing day of the year with the heady combination of bad weather, darkness, debt, New Year resolution failure and low motivation leve...

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Regaining Customer Trust

This week saw the news that EDF Energy is to cut its typical gas bill for UK domestic customers by 5%, from February[1]. Late in 2011 it was reported that complaints to the company had risen by 91% in a year[2] and an annual customer satisfaction sur...

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WELCOME TO 2012!

In the quest for business vitality in 2012, knowledge is most certainly power. It is easy to merely fire fight when horizons are reduced by the macro-environmental changes relating to technological advances, globalisation or significant economic pr...

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2011 has been a turbulent year across the globe with raft of historically significant events unfolding before our eyes. From the birth of the Arab Spring and eurozone financial crisis to the London riots and Japanese earthquake, there have been dra...

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MERRY CHRISTMAS TO ALL OUR MEMBERS!

MERRY CHRISTMAS TO ALL OUR MEMBERS! We would like to take this opportunity to wish all our members a very Merry Christmas and hope that you all have a relaxing holiday period. We would like to thank you all for your invaluable participation an...

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Mediating Risk in an Uncertain World

Tennessee Williams said “The future is called ‘perhaps’, which is the only possible thing to call the future. And the only important thing is not to allow that to scare you”[1]. In the current climate of fiscal insecurity, ho...

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Striving for Excellence

This week, maintaining the theme of capitalising on the good feeling from convention 2011, I want to highlight the importance of recognising the achievements of those working in our sector. Back in January of this year we released our CCA Research ...

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