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Latest news, insight & opinion from CCA
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Creating plans for service transformation

CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen

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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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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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