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Latest news, insight & opinion from CCA

The Connected Customer

The theme for CCA Convention 2011 is Connected Customer - but what does it actually mean? One of the biggest changes for organisations to deal with is the reality that relationships are becoming less one-to-one and more one-to-many. For some ne...

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Big countdown to Convention

Hope you have been enjoying the 50 day countdown to Convention and found the daily fact interesting. We have had lots of good feedback and a few requests to have all 50 facts put onto a set of slides for use in the contact centre. If anyone else wo...

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CCA on the road

Another jam-packed day of meetings yesterday that began with CCA Supplier Council discussing how suppliers can create better partnerships with inhouse and BPO providers to offer an improved experience for customers. Fascinating input from The Cabine...

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Tweet tweet from the Highlands

Twitter HQ goes to Ireland but tweets are alive and kicking in the highlands and islands of Scotland. Highlands and Islands Enterprise hosted a forum today in Inverness with Guy Stephens facilitating a round table discussion on social media. G...

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Rebuilding trust with customers

Can organisations use their contact centres to rebuild trust with customers, and critically help retain and grow business? Yes is the resounding answer according to our Industry Council leadership forum who met last week. The group concluded tha...

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CloudForce 2011

Towards Transparency - A shift in customer communications CCA 2011© I am really excited to be at CloudForce today - what a buzz.. I think my message is about joined up communications rather than battling over silos - easier said than done whe...

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CCA Customer Experience Council Update

Great customer experience session in London in the beautiful Gallup offices, overlooking the Thames. An incredibly busy day with the launch of our bi-annual benchmarking results. The great news is that the average c-sat measure for the group has gone...

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Presenting at Cloudforce 2011

I had a really interesting discussion this morning with Gary Ennis of NS Design who is working with us on a number of social media initiatives in the run up to his session at this year's Convention. One thing that crossed my mind was, have we come f...

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Social media is THE customer platform

In tougher times, complaints rise – however the ability to differentiate service through successful resolution also rises. On the flip side we have increased risk factors – stressed staff, regulation, a hungry media and a culture of liti...

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Too much data - too little insight? Unlocking customer insight was the theme of our Customer Experience Council dinner in London on Wednesday night this week. Hosted by David Parcell, MD at Verint, the discussion was extremely lively with lots of di...

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From Bangalore to Burnley

Yesterday I was invited to join the debate on the Jeremy Vine show on BBC Radio 2 talking about that old chestnut – offshoring to India. A new twist to the debate, however, was that the cost differential is no longer the biggest factor as the ...

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Congratulations to Plantronics!

I was delighted to be part of Plantronics 50th anniversary celebrations at their fantastic new 'Smart' offices in Swindon last week. Plantronics has been a long standing sponsor of CCA and have contributed significantly over the years to our people ...

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Who's complaining?

Had great meetings this week in London with two of our larger outsourcing members - Careline Services and The Listening Company which were quickly followed by a visit to the Treasury office who are discussing with us their Digital Strategy for delive...

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So much learning - too little time?

Following extensive consultation with senior executives on our Industry Council, we are absolutely delighted to confirm that we will be including John Knell's "80 Minute MBA Programme" as one of the leading sessions at this year's Annual Co...

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A glimpse of the contact centre of the future!

We had our Supplier Council meeting yesterday in London. A great session - lots of really interesting discussion around improving relationships between suppliers and operators to positively impact on service and bottom line results. All of the memb...

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Winning the argument but losing the customer

'Don't win the argument and lose the customer' is a phrase I noticed displayed in the offices of a large mobile phone operator during a visit to London earlier this week. It really does make you think how important it is to constantly remind ourselv...

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Overload?

Just reading March Harvard Business review and read this sentence a few times over.. ‘According to one estimate, businesses collected more information in 2010 than in all prior years combined’ (HBR March 2011 p99) If so, what an opport...

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Grasping the nettle

Our Customer Experience Summit last week hammered home the point that we need to grasp the nettle about measuring what matters, as business models change and cuts in public services begin to bite. This is made all the more challenging when compa...

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Long live voice

We introduced a new membership service in January called “CCA Wake Up Calls”, giving us the opportunity to engage with our members in a series of short, sharp and informative online sessions. For January we focussed on motivation and l...

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