This blog rounds up another packed week of events in the CCA calendar. On Tuesday I chaired an Inside Government event in London. It was a content rich day which emphasised the influence of the digital world on public service provision. This week als...
On Tuesday, I had the great pleasure of presenting at an event focused on South Africa co-organised by the dti South Africa and Teleperformance. The event probed trends around South Africa as a location for offshored services and more broadly looked ...
It has been a very busy couple of weeks packed with showcasing the successes of many of our member organisations. I attended the launch of the newest ‘Virgin Money Lounge’ in Manchester last week hosted by Chief Executive, Jayne-Anne Gadh...
The term ‘knowledge worker’ has been problematised in many ways and much of this relates to the overuse and sometimes misuse of the term. In some instances, it is narrowly used to describe those working in the ‘knowledge economy&rsq...
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 ...
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...
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...
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...
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...
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! 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...
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...
A report published by Lloyd’s this week based on a global survey of 500 business leaders found that losing customers and not being able to recruit the right level of ‘talent’ were the two main worries faced by employers today. Lloyd...
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 ...
At CCA Convention 2011 Dave Carroll sang us a song that brought a tear to the eye. As he sings in Everyday Heroes,”there’s a hero racing to help a stranger today”. In a rapidly transforming world, there are many unsung heroes who...
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...
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...
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...
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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