This week has seen energy companies confused as PM David Cameron announced plans to introduce an Energy Bill to ensure customers get the lowest tariffs available. While this plan will be welcomed by millions of consumers; energy companies are left wo...
'Mostly value is understood when we lose something' The subject of how we value customer service in contact centres is in some ways an old chestnut, however the debate has reemerged with vigour recently. Most people I speak to agree that we don't p...
We had one of our speaker lunches in London this week, and as ever at these events the conversation is never forced! Everyone has something to share about the experiences of getting in touch with organisations and more importantly getting issues res...
Melanie Howard, Chair of the Futures Foundation, led CCA Industry Council's Future Workforce session this week hosted by Serco in London with senior reps from 20 leading brands. What became very obvious is just how difficult it is to escape from the ...
I am really looking forward to seeing the first results coming through from our recent research project with KANA on ‘Smart Service – Will the contact centre remain the cornerstone of your customer service offering?’ Our Customer...
With the pace of change in relation to today's customers, new technologies and business planning, is it possible to predict with any sort of certainty what our businesses may look like in 5-10 years time? Over the past 8 months we have been working ...
Employment figures reported recently were better than anticipated with unemployment falling to its lowest level for a year. This is despite a shrinking economy and is causing economists to scratch their heads .. “a genuine economic puzzle&rdqu...
In London this week – my first visit since the Olympics has started. What an amazing atmosphere! The games have really touched hearts and minds – particularly with Team GB winning so many medals! Got the chance to see the women’...
What a roller coaster of emotions we have experienced this week for all of us who have been glued to the Olympics! To see so many great athletes and competitors striving for world-class performance is a sight to behold. In customer contact, CCA wer...
After years of waiting, the official opening of the London Olympics 2012 is upon us. Years of planning, organisation and, I’m sure, lots of blood, sweat and tears have come together for what promises to be a ‘once in a lifetime’ ex...
There were a couple of really interesting stats published this week. Firstly the new Ofcom report that reported mobile voice calls are in decline for the first time as more of us are switching to text and online communications – the average co...
Earlier this week some 7m customers were affected by the service outage at O2 and the network issues at RBS Group are still having an impact on some of its customers. It is crucial that today’s businesses have the capability and culture to acc...
Over the past few weeks we have attended various meetings and conferences with analysts, industry experts and a range of other experienced and qualified academics and business people. There are certainly lots of very exciting and interesting things...
Earlier this week I met with our BPO Council in London to discuss how, as an industry, we must find a way to better communicate the business benefits of customer contact centres: they provide customer insight to the business and support customers wit...
My first thought on hearing the unfolding news about the banking LIBOR scandal and other related headlines was how difficult it must be for front-line agents dealing with customers at any of the organisations involved. Equally how difficult it must ...
Recognition and reward have never been more important than it is today in our very challenging economic climate. CCA are committed to showcasing award winning approaches to customer service – whether that is through organisations achieving an...
Hear what some people have to say about attending CCA Annual Convention 2012 ...
Survey now live! Please click here to complete. Within the arena of customer experience there is considerable division over whether we must delight customers or reduce the effort associated with resolving an enquiry or transaction. It has convincing...
This long weekend sees the Queen celebrate 60 years on the throne and here at CCA we have our own reasons to put up the bunting and crack open the champers. At the close of last week we launched our brand spanking new website which we believe will ...
“I'm not a Luddite; I don't rage against the machine; and I've always argued that the digital age is making life better in almost every way. But there are some things even in the 21st century that humans still do better than robots” . Th...
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