Events

Upcoming events from CCA

October

November

CCA Best Practice Forum: Exploring the Impact of Live Chat and Web Messaging on Call Volumes

As live chat and web messaging continue to expand across service operations, what impact are they having on traditional call volumes? And how are organisations adapting? At this monthâ?Ts Best Practice Forum we will explore whether channel shift is truly happening, how customer behaviour is evolving, and what this means for workforce planning, resourcing, and overall experience. Weâ?Tll also share lessons from scaling authenticated and non-authenticated chat, and consider how data and insights are driving smarter customer service transformation.

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Women in Leadership Annual Summit & Awards 2025

We invite you to join us for the second annual gathering celebrating Women in Leadership across the CCA network in Manchester on 11 November - a powerful and energising close to 2025. This Summit and Awards event is a chance to pause, reflect and come together with peers and mentors for an inspiring day packed with insight, conversation, celebration, and a real sense of shared purpose.

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CCA Coffee Club

These sessions are an informal chat over a cup of coffee exclusively for members.

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December

CCA Best Practice Forum

The monthly Best Practice Forum is designed to support collaboration and engagement across the CCA member network, exploring operational issues and identifying how to best respond.

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CCA Coffee Club

These sessions are an informal chat over a cup of coffee exclusively for members.

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April 2026

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