Being a member of CCA offers many opportunities to engage, benchmark, share, debate and network. As a member, you can catch up on CCA Best Practice Forums on demand.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
In this virtual session, we share and discuss new research and benchmarking results from CCA's recent thought leadership programme.
Download our free report today to see how you can begin building real connections in the relationship economy.
Hybrid work environments are complex. But the union of HP and Poly will simplify things with a complete ecosystem of communication, collaboration, productivity, security, and management solutions designed to be easy to provision, manage and support.
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..
Hybrid and flexible working are now a part of most organisations' operating models with many businesses still working through how to better establish their approach.
In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
Maximising profitability through power of the contact centre
In this session we'll be joined by Emma Krygier, Head of Department, Supervision Hub from FCA who will be explaining the key considerations on the upcoming Consumer Duty regulation.
Helping employees perform well is an important task for team managers and people teams. Employees need to understand what's expected of them, and should be managed so that they are motivated, have the skills, resources and support they need to succeed, an
Webchat is a growing method of contact that helps assist customers with more general or day-to-day questions, and allows more complex questions and inquiries to be handled on a more personal basis. Experience has shown that the introduction of a new chann
Dealing with customer complaints is a fine art and an effective complaint handling policy can be the difference between losing customers for good and winning back their goodwill. When it comes to a complaint, the margin for error is small and how we addre
Catch up on this session hosted by broadcaster and journalist, Kaye Adams.
Customer interactions are becoming more and more challenging for a variety of reasons; whether it‚?Ts due to customer vulnerability, anger and frustration, stress or mental health issues. Dealing with this behaviour is taking its toll on front line custom
A strong hybrid workforce starts with a great employee experience that gives colleagues access to the information they need to stay engaged and productive. With recruitment, turnover and absenteeism at the top of many organisations' agendas, it's critical
This new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and
Homeworking and hybrid or blended operations are now the norm for most organisations. As a result, everyday activities and operational processes are being thrust into the spotlight, often requiring a new approach or adaptation to achieved desired results.
With the continued growth of digital, more companies are developing messaging functions within their app and web platforms as a key servicing channel for customers. How do we manage operations supporting these new channels, measure their effectiveness and
In this virtual session, we'll share and discuss new research and benchmarking results from CCA's recent thought leadership programme on 'Attracting and Retaining the Right Talent for Future Success.'
The State of Customer Engagement Report 2022 reveals that digital customer engagement has made a significant impact - increasing revenue by 70% on average for companies that invested in it. Unsurprisingly, these same companies expect to almost double thei
Poly audio and video solutions improve customer experience with clear communication everywhere your employees work.
Meet four banking leaders disrupting fraud with Nuance technologies
Inspiration and motivation for UK public sector organisations, and the optimistic realists driving them forward
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 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
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.
Vulnerability has taken on a whole new meaning as customers and employees are impacted by the cost-of-living crisis and growing economic uncertainty, and in particular, as we head towards the winter months. How can we ensure we are ready for the chall
Customer-centricity is the engine driving brands‚?T innovation and success
EXL's client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022.
Data is essential for any organization - a fact confirmed by recent research from Lloyd's. The latest Blueprint II report, a forward-looking report on the digitalization of the insurance industry released by Lloyd's, reaffirms this fact that data is at th
EXL proposed to reduce the manual efforts in the client's customer service center by introducing EXL EXELIA.AI, a conversational AI solution incorporating next-generation natural language understanding (NLU) and machine learning models.
Highly intelligent human-like A.I. for TMCs is now a reality
In this webinar session with partners eGain, we will disucss the latest research on the pain points that stand between customers and the experience they seek. Our expert contributors will explain how best to gather and organise knowledge, supporting custo
From analytics to automation, where do you start? Watch this executive, virtual round table session where we'll discuss the challenges and opportunities that arise when considering what post-pandemic measurement can and should look like, and why now is th
In this intimate session for senior service and CX executives, we explore issues including: what 'quick win' opportunities are available to improve advisor knowledge and understanding the true cost of inadequate systems on costs, satisfaction, and quality
An articled written by Constance Kampfner of the Times discusses how The Financial Conduct Authority has written to the chief executives of more than 3,500 lenders.
Ann Francke, Chief executive of the Chartered Management Institute shares expert tips on ways to help retain staff when pay cannot be increased.
Almost half of working adults were working from home at times during the coronavirus (COVID-19) pandemic, but what will business as usual look like with restrictions lifted?
Hear from accomplished digital experts and examples of leading brands who have delivered smart digital options for customers without the daunting prospect of implementing a full digital rethink.
Catch up on this short industry briefing session where CCA's CEO Anne Marie Forsyth will be sharing the findings from the analysis of 2020-2021, with a particular focus on future scenarios and conclusions to support you as you work towards building a robu
Is your firm actively making vulnerable customers' lives worse?
How can companies improve the way they recognise, record and respond to vulnerable customers in the face of looming global financial hardship?
In this session, we hear from the award-winning team at Scottish Widows who won the CCA Excellence Award for Best Vulnerability Strategy 2021. Described by the judging panel as, 'clear passion coming through about helping vulnerable customers and adjustin
CCA Excellence Awards recognises and celebrates achievements in customer service excellence and are coveted by many leading global brands.
For over 20 years CCA has provided highly acclaimed collaboration opportunities to develop progressive customer strategies. Leading house-hold brands, public and private, engage in the CCA network. As customer service strategies and operations evolve r
A collaborative project using a close network of leading private and public sector brands, this report draws together insights from research captured and analysed since the beginning of the pandemic along with key market intelligence to produce critical l
Over 89% of customer service leaders in the UK have seen an increase in support volumes across digital channels like email, live chat & messaging, social media and website.
This research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience. Areas of attention include: - The potential barriers preventing organisations from being more digitall
When designing compensation, it's critical to think of the total rewards package and its effects on the employee experience. This report from Gallup advises on how to build the best rewards package, and motivate your team while doing so - as well as tailo
Recruitment can be a costly exercise and guaranteeing your investment in sourcing the right candidates pays off, can be a major challenge. This research examines the practices of a wide range of organisations to determine their approach and future plans f
'Sentiment' is generally referred to as a method of measuring emotion in customer and agent interactions. This report offers an insight into sentiment analytics as the foundation for AI modelling for understanding customer and agent interactions, and how
This research project, in association with partners Twilio, seeks to understand the key concerns, areas of focus and issues that customer experience professionals will be working to improve through 2018. It examines the views of customer experience profes
In partnership with Twilio, this report offers an insight into the challenges being faced by CX organisations across the industry, with regards to digital transformation, People and HR, and service expectations among other areas, and asks what can be done
The 2018-19 UK Contact Centre HR Operational Benchmarking Report
Calculating the return on investment of digital transformation is much more complex than for more traditional investments and there will be multiple opportunity costs relating to the decisions of where to focus any outlay. Customer experience professional
This report documents the constantly evolving enterprise of digital transformation. As disruptive technologies and their impact on organisations and markets continue to progress, this report aims to capture the shifts and trends that are shaping modern di
Conversational Interfaces, Business Process Automation and Event-Driven Application Architecture are key driving forces of the future of applications, according to this report from Gartner. Enhanced by AI services and models, these will enable modern use
The 'UK Contact Centre Decision-Makers' Guide (2019/20 - 17th edition)' studies the performance, operations, technology and HR aspects of UK contact centre operations.
Understanding how to leverage human brand attributes to cultivate emotional connection opens up vast potential for brands. This report explores the importance of emotion in CX communications, and how emotion can be used to improve the customer experience.
A report exploring the 'generation gap' between customers, how these differences are perceived by organisations and how big they really are, as well as insights into the expectations and preferences of those from Generation Z up to the Silent Generation.
For this research, conducted in association with Annual Platinum Partners Invest Northern Ireland, and Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda
It's difficult to predict what the future holds, but anticipating trends and planning ahead is what makes some organisations leaders and those who define the market. Completed in partnership with Gobeyond Partners, and including research findings from
This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future. We have explored what front-line employees l
This research conducted in association with Vodafone Global Enterprise seeks to gather the latest views, opinions and trends on the development of omni-channel customer contact as part of a digital strategy. The research probed the views of customer e
This research we conducted in association with Plantronics focuses specifically on: - How collaborative working is being undertaken in organisations - Trends for how this will progress in the coming years - How remote teams effectively communicate -
Digital transformation is a key initiative in many boardrooms. In fact, 84% of companies agree that digital transformation is important or critically important to their survival in the next 5 years. Digital transformation requires businesses to accelerate