Albert Einstein's definition of insanity – ‘Doing the same thing over and over and expecting different results’. To a greater or lesser extent, we all do it every day in our workplace, for different reasons and in different ways ...
Some say you have to look back to look forward and as this year marks the 20th anniversary of CCA Convention, I’ve been taking a look back at 20 years of critical customer service topics we’ve addressed. Several factors emerge as peren...
This has been a hugely stimulating and busy week as senior customer service professionals from across the entire CCA network came together to exchange ideas on delivering transformational change in customer service. This week’s meetings incl...
One of the most moving and shocking scenes on television news this week was surely that of the relatives of passengers from missing Malaysia Airlines flight 370, being forcibly removed from a press conference, screaming and crying. As the mystery ove...
One of the most moving and shocking scenes on television news this week was surely that of the relatives of passengers from missing Malaysia Airlines flight 370, being forcibly removed from a press conference, screaming and crying. As the mystery ove...
This week marked the 25th anniversary of the internet. We are living in the most ‘connected’ age ever. What could be better? The answer, apparently, is the next evolution of the worldwide web: the ‘Internet of Things’. In e...
If you’ve felt like exploding with rage recently, be careful you don’t bring on a heart attack. New research by Harvard School of Public Health found that getting angry can increase your risk of suffering a heart attack or stroke by up to...
If you watch the Oscars this weekend, look out for the Spike Jonze movie 'Her' for a vision of what could be the ultimate customer service of the future, with technology trumping humans at knowing what we want and delivering it faultlessly every time...
To the untrained eye watching the Winter Olympics in Sochi, some sporting events appear more complex, more tactical or more skillful than others, prompting debate over whether some gold medals are harder won than others. A common joke is that the ...
Today’s media reports record employment figures and there are now more women working than at any time previously in the UK. Unemployment has fallen by 125,000 to 7.2% which is close to the figure quoted by Mike Carney as his trigger to look at ...
This week’s announcement that a two-day London tube strike planned for this week has been called off prompted widespread relief in sharp contrast to last week when a 48-hour strike provoked sighs of frustration. I was among the millions of c...
A recurrent theme throughout the body of CCA research is a persistent gap between boardroom rhetoric on the importance of listening to the voice of the customer and the reality, which is that customers’ views are often poorly understood or igno...
Some say trust is like a mirror, you can fix it if it breaks, but you’ll still see the cracks. Personally, I think that is too downbeat a view, particularly following the frank discussions we had this week at Industry Council on regaining custo...
You don’t have to be Scottish to celebrate the beauty and the wisdom inherent within the writings of Robert Burns. Tomorrow, people worldwide will toast the immortal memory of a man whose words still resonate 225 years after his birth. They...
News this week that Aegis, one of the world’s largest outsourcing businesses, is setting up a 2,500 strong contact centre in Glasgow, provoked a flurry of headlines declaring it a case of ‘coals to Newcastle.’ The phrase (alludin...
Sometimes a single image powerfully sums up an extraordinary situation in an uniquely memorable way - this week it was a picture of an ice-encrusted sign at the entrance to the tiny snowbound hamlet of Hell in Michigan state. With North America in th...
I don’t claim to be Mystic Meg and I know we’re a few days into 2014 but I thought I’d share a few thoughts on the trends we predict will dominate customer contact this year. But before I do, let me offer you a tongue-in-cheek remin...
Charles Dickens’ novel ‘A Tale of Two Cities’ contains perhaps the most famous opening lines in English literature: “It was the best of times, it was the worst of times...” As we come to the close of the year and begin t...
Only five days to go before most of us will be tucking into our turkey and enjoying the fun of the festive season with friends and family. In the middle of the jollity, we should doff our party hats to dedicated contact centre workers everywhere who ...
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