As many organisations focus more on skills-based recruitment and with the average skill lifespan lasting c2.5 years, how can we ensure customer service colleagues develop and maintain the skills required for the future?
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Latest news, insight & opinion from CCA
Oxfordshire County Council is transforming how they serve the community by reducing complaints and enhancing customer experiences. The shift towards digital and online service provision, with the integration of AI, represents a forward-thinking approach t
Recording now available!
Leaders in the CCA network understand that delivering exceptional service is essential for building strong customer relationships. However, organisational politics can distract and erode trust among customers and employees.
CCA Global, in partnership with Platinum Partner Smartnumbers, hosted a round table breakfast session in London, uniting over 30 leaders in customer service and CX to tackle the crucial issue of security and fraud in customer operations.
After an extensive industry-wide consultation involving over 50 senior leaders and a comprehensive pilot programme, the CCA Global Accreditation for Learning and Development© is now available.
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CCA is launching a new standard for the use of AI and Gen AI in customer service and experience.
Since 2010, Associated British Foods has held the prestigious CCA Global Accreditation for Customer Experience©, showcasing their promise to deliver exceptional service to consumers, business customers, and wholesalers alike.
DPD Ireland, a trailblazer in the parcel delivery industry, has been awarded the prestigious CCA Global Accreditation for Customer Experience© for the 7th consecutive year.
Explore the latest insights from CCA Industry Council Thought-Leadership forum focusing on how leading organisations are leveraging collaborative research, innovative leadership styles, and advanced technologies to drive customer satisfaction and operatio
Explore the latest insights from CCA Industry Council Thought-Leadership Forum which looked at how leading organisations are leveraging collaborative research, innovative leadership styles, and advanced technologies to drive customer satisfaction and oper
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Access the Exec Summary from the recent CCA Leaders' Summit where industry leaders and experts delved into the transformative power of AI, data, and digital convergence. The discussions highlighted how AI is not just a tool but a strategic partner, enhanc
EST celebrates their latest success with the CCA Global Accreditation for Customer Experience©, marking the completion of their 4th annual assessment.
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Balancing the Colleague Experience with the Customer Experience - Thought Leadership with NatWest
CCA PARTNERSIn today's AI-driven and automated world, contact centre agents face increasingly complex demands, even as organisations strive to enhance operational efficiencies and drive down costs.
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Effective call and screen recording are essential for maintaining quality assurance and compliance standards. But just how effective are current methods?
At the heart of People's Postcode Lottery lies an incredible mission: raising funds for charity. Through the collective effort of its players, the lottery has generated over £1.3 billion for good causes. This astounding achievement is a testament to the
The importance of embedding effective coaching cannot be overstated. Coaching plays a crucial role in developing the skills and capabilities of employees, leading to improved performance, increased employee engagement, and enhanced customer satisfaction.
'Digital Horizons in Customer Service' is the latest report from CCA Research Council and offers an in-depth examination of AI's impact on customer service, drawing from a comprehensive survey of senior customer service leaders.
CEOs and other leaders are increasingly realizing the value of bringing on a CRO as someone who can, 'cut through the tangled and counterproductive bureaucracy to forge new paths grounded firmly in data, customer desires, and high-level problem-solving,'
Ineffective conversational AI is missing the human intelligence behind it. Before deployment, contact center leaders must determine their core contact drivers - otherwise known as 'intents' - and the most efficient way to address them.
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