Marvin Humes will be gracing the stage at the CCA Gala Dinner and Excellence Awards Ceremony in Glasgow on 25th April 2024!
Marvin Humes will be gracing the stage at the CCA Gala Dinner and Excellence Awards Ceremony in Glasgow on 25th April 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
Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.
This Whitepaper explains why you will need to rethink standard recording practices that were established long before AI-powered voice analytics were a possibility, empowering you to gain a competitive advantage and see the real benefits from a conversatio
Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other. We will continue these conversations and hosted the first f
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other.
As we work our way through the evolving landscape of talent acquisition, understanding how organisations strategically choose candidates becomes essential for success.
As we work our way through the evolving landscape of talent acquisition, understanding how organisations strategically choose candidates becomes essential for success.
Join us for an engaging discussion focusing on the intricacies of the new Consumer Duty regulation which came into force earlier this year.
In today's frontline customer operations, dealing with difficult customers is an inevitable challenge facing most advisors and team managers.
Complaints are an integral part of any industry. They serve as valuable feedback, providing insights into areas that may need improvement..
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.
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