Latest News From CCA

CCA launches Research Compendium for 2019/2020

16/03/2019 RESEARCH Pauline Cochrane, CCA
In 2019 we stand at a tipping point for customer experience with triggers including globalisation, digital growth, regulatory compliance and a changing economy all contributing to demands for transformation.

Each year CCA publishes a synopsis of the research, collaborations, benchmarks and insights gathered over the previous 12 months. Based on the informtion and evidence-based predictions, we make some key recommendations for contact centre professionals in 2019.

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