From transformational change within their Customer Hub to award-winning leadership and a clear long-term strategy, Places for People is setting a benchmark for customer service excellence across the sector.
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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
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.
Leading brands across all sectors, private and public, acknowledged the need to work together to ensure service is not compromised during the period of transition to a more digital and automated world.
Dealing with fraud in banking contact centres
Explore the latest insights from CCA Industry Council Thought-Leadership Forum which looked at how leading organisations are leveraging collaborative research, innovative leadership styles, and advanced technologies to drive customer satisfaction and oper
Catch up on Best Practice Forum sessions from 2022 now
CCA is introducing a new service to support business improvement and service transformation. It brings key stakeholders across the business together to explore current operational processes, highlight effectiveness and draw out areas requiring developmen
2020 has proved a remarkable year for all of our members. Customer service delivery and customer experience models have been severely tested as this pandemic played out. But the industry has risen to the challenge and is providing customers with sound gui
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