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Latest news, insight & opinion from CCA
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Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
In this virtual session, we share and discuss new research and benchmarking results from CCA's recent thought leadership programme.
Download our free report today to see how you can begin building real connections in the relationship economy.
Remember when call centers were separate areas of your business with their own location, culture, and communication tools? Things sure have changed.
How Outsourcing AI-related Tasks Can Help Businesses Gain a Competitive Advantage
The hidden fraud lurking in the shadows
Hybrid work environments are complex. But the union of HP and Poly will simplify things with a complete ecosystem of communication, collaboration, productivity, security, and management solutions designed to be easy to provision, manage and support.
The monthly Best Practice Forum is designed to support collaboration and engagement across the CCA member network, exploring operational issues and identifying how to best respond..
Hybrid and flexible working are now a part of most organisations' operating models with many businesses still working through how to better establish their approach.
In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
Maximising profitability through power of the contact centre
In this session we'll be joined by Emma Krygier, Head of Department, Supervision Hub from FCA who will be explaining the key considerations on the upcoming Consumer Duty regulation.
Helping employees perform well is an important task for team managers and people teams. Employees need to understand what's expected of them, and should be managed so that they are motivated, have the skills, resources and support they need to succeed, an
Webchat is a growing method of contact that helps assist customers with more general or day-to-day questions, and allows more complex questions and inquiries to be handled on a more personal basis. Experience has shown that the introduction of a new chann
Dealing with customer complaints is a fine art and an effective complaint handling policy can be the difference between losing customers for good and winning back their goodwill. When it comes to a complaint, the margin for error is small and how we addre
Catch up on this session hosted by broadcaster and journalist, Kaye Adams.
Customer interactions are becoming more and more challenging for a variety of reasons; whether itâ?Ts due to customer vulnerability, anger and frustration, stress or mental health issues. Dealing with this behaviour is taking its toll on front line custom
A strong hybrid workforce starts with a great employee experience that gives colleagues access to the information they need to stay engaged and productive. With recruitment, turnover and absenteeism at the top of many organisations' agendas, it's critical
REPORT: Finding the Perfect Match - Attract and Keep the Right Talent for Future Success
CCA PARTNERSThis new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and
Homeworking and hybrid or blended operations are now the norm for most organisations. As a result, everyday activities and operational processes are being thrust into the spotlight, often requiring a new approach or adaptation to achieved desired results.
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