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Latest news, insight & opinion from CCA
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Being a member of CCA offers many opportunities to engage, benchmark, share, debate and network. As a member, you can catch up on CCA Best Practice Forums from throughout 2023 on demand. Our latest session looks at handling abusive customers whilst suppor
I've lost count of the number of times the phrase 'rising customer expectations' is the basis for presentations over the last couple of decades. It's a kind of given, following the logic that as technology and science gallops forward, coupled with our inc
Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......
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Front and centre regardless of the topic, is how can we best respond to customers and how can we best support our teams. Most businesses are continuing to be impacted by the tight labour market which is having a direct effect on how service is resourced.
CCA is delighted to announce the companies and individuals shortlisted for 2023's prestigious Excellence Awards.
Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.
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In this session we will explore the opportunities from building a stronger and more diverse workforce who can best respond to customer needs. We'll also be exploring how we ensure we have an inclusive mindset for customers.
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More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.
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Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and use the insights to help create and improve customer experience.
CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2022 can be fou
The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.
The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.
CCA Thought Leadership Benchmarking - Attract and Keep the Right Talent for Future Success
CCA PARTNERSAs part of the CCA Thought Leadership Programme for 2022/23, we are looking at a range of topics including reviewing and building a new talent proposition.
CCA CEO Anne Marie Forsyth was recently invited by Capita to contribute to an article in The Telegraph exploring the challenges and considerations all businesses and organisations will need to think about in the months ahead.
The Leaders' Summit is renowned for showcasing the latest thinking, expertise and insight in customer service and CX strategies by convening the leading minds in public and private sector household brands.
The CCA Excellence Awards programme for 2023 is now open for entry. Applications must be submitted by 16 December 2022, and winners will be announced in Glasgow on 27 April 2023.
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Since February 2021, the CCA network has been working tirelessly with more than 200 senior executives from over 70 leading service and CX brands across the UK & Ireland, collaborating, consulting and challenging what future service and CX will be as we wo
It's been predicted that up to 75% of all customer service calls will be made out of loneliness by 2026. What can organisations do to ensure they're combatting this challenge in a sincere and effective manner?
CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen
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