In 2020, it was necessary to encourage customers to self-serve and use digital channels, and as much as possible to keep voice channels available for urgent issues and vulnerable customers. Many customers welcomed that digital experience, while others tended towards assisted channels.
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A session specifically for organisations with a presence in Scotland.
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Online discussion forum for CCA members focusing on best practice and collaboration.
Celebrating International Women's Day - Choose to Challenge
AI drives positive CX transformation, but businesses must look beyond the hype to identify the real value of AI. This webinar will focus on real-world insight and share AI best-practice use cases to explore the power to positively transform business operations and satisfy the evolving expectations of new generations of customers.
Announcing the winners of CCA Excellence Awards 2021
Like any sector, public sector organisations across the country have had to respond at pace to ensure citizens can continue to connect with and access services.
An exclusive series of inspirational leadership talks designed to help leaders prepare for the future
The CCA Inspire programme will help your team leaders and new managers develop the skills and understanding they need to be effective and successful as we move into 2021 and beyond.
Online discussion forum for CCA members focusing on best practice and collaboration.
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