This summary details key insights from the final Future of Work forum of 2024. Hosted at Barclays' state-of-the-art Sunderland facility, this session provided a comprehensive look into the current and future landscape of customer service and workplace tra

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This summary details key insights from CCA Coffee Club, a monthly forum where senior customer service leaders meet to discuss the issues top of mind, over a cup of coffee.

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Catch up on this insightful discussion on Vulnerability and Consumer Duty, reflecting on the significant changes since the Consumer Duty regulation came into force over a year ago.

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As customer needs and expectations evolve, so too must our approach to service delivery.

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The CCA Excellence Awards celebrate outstanding achievements in customer service across various categories, recognising organisations and individuals who demonstrate excellence and Innovation. This prestigious programme highlights best practices and s

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This summary details key insights from CCA Coffee Club, a monthly forum where senior customer service leaders meet to discuss the issues top of mind, over a cup of coffee.

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In this session we unveil the details of CCA's new membership programme for 2025

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As many organisations shift their focus to values-based assessment centers for recruitment, we will explore together innovative approaches that prioritise inclusivity whilst also aligning with organisational values.

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This summary details key insights from CCA Coffee Club, a monthly forum where senior customer service leaders meet to discuss the issues top of mind, over a cup of coffee.

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Strategies for boosting productivity and achieving customer-centric excellence. Insights from leaders on transformation, preferences and challenges.

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It's no coincidence that the most successful products and services are often associated with the strongest brands. In this white paper, we will look at how you too can create brand advocates who will walk through a brick wall for your company by creating

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Access the Exec Summary from CCA Leaders' Summit hosted on 17 September in Manchester. The Leaders' Summit is a series of one-day conferences hosted throughout the UK bringing together thought leaders, experts, and practitioners. These conferences raise a

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Dealing with fraud in banking contact centres

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Cross-collaboration, data and emerging tech

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and conversational AI-readiness in just three steps

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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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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.

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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

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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

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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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