Your customers still want to talk - so wow them with conversational, cost-effective experiences
What's On
Latest news, insight & opinion from CCA
Start with your culture
3 Ways to Help CSRs Do Their Best Work
Contact centers face a hybrid work dilemma. Work-at-home agents feel disconnected from HQ, but no one wants to return to office. Yet the need for collaboration, training and support is greater than ever. Customer calls are getting more complex, and the fi
What to expect from this guide... It's reported that an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty. You can be instrumental in helping to improve the overall customer experience (CX) by readdressing your
In this guide, we will focus on the potential benefits, challenges and opportunities for using Conversation Analytics to automate your existing quality assurance processes.
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CCA Global Standard Accreditation for Customer Experience will launch on 1 December 2022
A counterintuitive investment in technology may be the answer
In the lead up to the CCA Excellence Awards entry closing date, a number of opportunities are available to anyone considering submitting for the Awards. These are designed to help applicants focus on the strengths of the person, team or initiative being n
Catch up on this session where we provide an update on a range of new products and services designed to support customer service and CX leads in the months ahead.
The UK operations of Hinduja Global Solutions Ltd (listed in BSE & NSE) today announced its partnership with MaxContact, an award-winning customer engagement platform that helps contact centres build smarter customer experiences.
This week we hosted the first of the newly reformed CCA CEO Industry Council in London hosted by long-standing partners Poly at their incredible experience centre in The Gherkin. There were so many valuable insights but below are the Top 10 quotes from th
Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.
Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.
EXL teams with CyberCube to help insurers develop comprehensive cyber insurance offerings
CCA PARTNERSCollaboration combines industry-leading risk models and advanced analytics services to standardize cyber insurance policy development
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.
Three-quarters of Finance and Accounting teams do not have the data and analytics capabilities they need, according to EXL and HFS survey
CCA PARTNERSTransition to Data-Driven Finance Leaves Many Organizations Scrambling to Catch Up
CCA Industry Council's first in-person meeting for two and a half years takes place at the Poly Experience Centre, the Gherkin, London.
Redefine your customer experience for measurable results
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