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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In 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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Highly volatile customer behaviors and expectations are shaping the way enterprises think about customer experience (CX) strategies across and beyond engagement channels.
As organisations strengthen their defences against AI attacks, fraudsters are turning their focus to tricking consumers. Fraudsters are increasingly adopting AI tools to make scams more convincing leaving organisations in need of new ways to spot customer
The CCA Women in Leadership Awards offer a unique platform to acknowledge leadership excellence at all levels, inviting applications from a broad spectrum of organisations, including in-house operators, outsourcing and BPO providers, as well as technology
The Department for Education (DfE) Customer Services Division has achieved re-assessment to CCA Global Accreditation for Customer Experience©, marking a significant milestone in its journey of transformation.
In the area of performance management getting the framework right is crucial for organisational success. The number of meetings that line managers have with their teams plays a pivotal role in this process.
Celebrating the organisations committed to excellence in customer service through CCA Global Accreditation for Customer Experience©
Catch up on the first CCA Women in Leadership session of 2024.
Since 2006, Scottish Widows has held CCA Global Accreditation for Customer Experience©, reflecting its dedication to service excellence.
Hundreds of senior customer executives from leading public and private sector brands gathered yesterday for the 2024 CCA Global Awards to celebrate and recognise achievements in customer service excellence.
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