Leaders in the CCA network understand that delivering exceptional service is essential for building strong customer relationships. However, organisational politics can distract and erode trust among customers and employees.]]]
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.
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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Effective call and screen recording are essential for maintaining quality assurance and compliance standards. But just how effective are current methods?
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.
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.
Catch up on the first CCA Women in Leadership session of 2024.
Forget chatbots, generative AI is here. This groundbreaking technology creates human-quality text, images, and code - and it's transforming customer service. Download our report to discover the reality of AI adoption, its potential to enhance experiences,
In the dynamic world of customer service and CX, change can be the only constant and adaptability becomes pivotal for organisational success. Join us for an exclusive virtual roundtable hosted by CCA Exec Chair, Anne Marie Forsyth and leading experts from
It is crucial that organisations understand and connect with the generation that is driving innovation and change in today's world.
The importance of vulnerability and safeguarding of employees in the workplace cannot be overstated. It nurtures a supportive environment that promotes mental well-being, productivity, and overall organisational success.
The importance of vulnerability and safeguarding of employees in the workplace cannot be overstated. It nurtures a supportive environment that promotes mental well-being, productivity, and overall organisational success.
Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.
AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.
Since 1900, the UK has seen 9 recessions while US has waded through 23. Since the end of World War II, there have been 4 global recessions. And we're currently in the middle of another drastic economic downturn. If there was ever a need for good leadershi
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