Access recordings and one-page information/fact sheets for each of CCA's Best Practice Forum sessions. Held monthly and driven by members' needs, these sessions focus on sharing best practices and exchanging insights on a wide range of customer service and operational challenges.Explore these invaluable resources to stay updated on the latest trends and innovations discussed by industry leaders.
In this Future of Work Forum we explored opportunities for building a culture that cares with contributions from award winning Coventry Building Society, expert insights from NHS Business Services Authority, RAC and The Very Group and from partners QStory
In this Best Practice Forum, CCA members explored how to enhance customer satisfaction by focusing on the quality of every customer interaction. The forum delved into what it truly means to make customers feel heard.
As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.
Set against the backdrop of a rapidly changing service landscape, this Leaders' Summit brought together thought leaders, customer experience practitioners, innovators, and strategic partners to share insights, challenge assumptions, and imagine the future
Organisations are re-evaluating how progression schemes can remain sustainable and meaningful in light of shifting pay frameworks - including recent increases to the Real Living Wage.
Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
In this Best Practice Forum, we focus on how organisations are improving customer experiences in the credit application process and when supporting customers facing financial vulnerability.
In today?Ts increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function?'it is a critical pillar of performance, customer satisfaction, and continuous improvement.
In this session, Lynn Forrest and Derek Haig from Standard Life, will share their personal and professional experiences in advocating for and supporting fellow working carers and vulnerable individuals.
HGS announced on the 27th day of March 2025 the official launch a new customer experience (CX) hub in South Africa, to support both new and existing UK customers across key industries.
This report explores the impact of artificial intelligence (AI), technology-driven customer service models, economic challenges, regulatory pressures, and the enduring role of human advisors in an AI-centric future.
Embracing digital channels requires more than just technology - it demands thoughtful integration, continuous performance measurement, and a keen understanding of both advisor and customer needs.
As AI and digital innovation continue to redefine the customer service landscape, this year's Summit programme poses the vital question - Is AI a revolutionary partner reshaping our industry, or an evolutionary tool enhancing human connection?
Unified suites are the future of CX
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This CCA Research Council report explores how the rapid evolution of AI, automation, and digital technologies has created a transformative shift in customer service operations.
This Coffee Club session titled ?oExploring Best Practices for Effective Measurement? brought together customer service leaders to exchange ideas and strategies around service metrics, agent performance, and the integration of technology into measureme
With International Women's Day approaching, the latest CCA Women in Leadership Forum provided a timely and thought-provoking discussion on imposter syndrome, its impact on women in leadership, and strategies to build confidence and authenticity.
CCA's newly formed Digital Transformation Forum brought together industry leaders to explore the evolving landscape of digital transformation, AI adoption, and customer experience. The session set the stage for thought-provoking discussions, fostering col
This session aims to shed light on topic of menopause and its impact on the workplace. We explore the challenges faced by individuals experiencing menopause in a professional setting and discuss strategies for creating a more supportive and inclusive work
This session aims to delve into the challenges faced by team leaders, including managing hybrid teams, and explore strategies for supporting and training them to excel in their roles.
The discussion focused on strategies for managing performance in hybrid and remote settings, engagement techniques, the role of data insights, and the impact of digital technologies like AI on the future of performance management. T
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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.
Catch up on this insightful discussion on Vulnerability and Consumer Duty, reflecting on the significant changes since the Consumer Duty regulation came into force over a year ago.
As customer needs and expectations evolve, so too must our approach to service delivery.
The CCA Excellence Awards celebrate outstanding achievements in customer service across various categories, recognising organisations and individuals who demonstrate excellence and Innovation. This prestigious programme highlights best practices and s
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.
In this session we unveil the details of CCA's new membership programme for 2025
As many organisations shift their focus to values-based assessment centers for recruitment, we will explore together innovative approaches that prioritise inclusivity whilst also aligning with organisational values.
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.
Strategies for boosting productivity and achieving customer-centric excellence. Insights from leaders on transformation, preferences and challenges.
It's no coincidence that the most successful products and services are often associated with the strongest brands. In this white paper, we will look at how you too can create brand advocates who will walk through a brick wall for your company by creating
Access the Exec Summary from CCA Leaders' Summit hosted on 17 September in Manchester. The Leaders' Summit is a series of one-day conferences hosted throughout the UK bringing together thought leaders, experts, and practitioners. These conferences raise a
Dealing with fraud in banking contact centres
Cross-collaboration, data and emerging tech
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and conversational AI-readiness in just three steps
As many organisations focus more on skills-based recruitment and with the average skill lifespan lasting c2.5 years, how can we ensure customer service colleagues develop and maintain the skills required for the future?
CCA Global, in partnership with Platinum Partner Smartnumbers, hosted a round table breakfast session in London, uniting over 30 leaders in customer service and CX to tackle the crucial issue of security and fraud in customer operations.
Explore the latest insights from CCA Industry Council Thought-Leadership forum focusing on how leading organisations are leveraging collaborative research, innovative leadership styles, and advanced technologies to drive customer satisfaction and operatio
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Access the Exec Summary from the recent CCA Leaders' Summit where industry leaders and experts delved into the transformative power of AI, data, and digital convergence. The discussions highlighted how AI is not just a tool but a strategic partner, enhanc
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In today's AI-driven and automated world, contact centre agents face increasingly complex demands, even as organisations strive to enhance operational efficiencies and drive down costs.
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Effective call and screen recording are essential for maintaining quality assurance and compliance standards. But just how effective are current methods?
The importance of embedding effective coaching cannot be overstated. Coaching plays a crucial role in developing the skills and capabilities of employees, leading to improved performance, increased employee engagement, and enhanced customer satisfaction.
'Digital Horizons in Customer Service' is the latest report from CCA Research Council and offers an in-depth examination of AI's impact on customer service, drawing from a comprehensive survey of senior customer service leaders.
CEOs and other leaders are increasingly realizing the value of bringing on a CRO as someone who can, 'cut through the tangled and counterproductive bureaucracy to forge new paths grounded firmly in data, customer desires, and high-level problem-solving,'
Ineffective conversational AI is missing the human intelligence behind it. Before deployment, contact center leaders must determine their core contact drivers - otherwise known as 'intents' - and the most efficient way to address them.
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Highly volatile customer behaviors and expectations are shaping the way enterprises think about customer experience (CX) strategies across and beyond engagement channels.
In the area of performance management getting the framework right is crucial for organisational success. The number of meetings that line managers have with their teams plays a pivotal role in this process.
Catch up on the first CCA Women in Leadership session of 2024.
Forget chatbots, generative AI is here. This groundbreaking technology creates human-quality text, images, and code - and it's transforming customer service. Download our report to discover the reality of AI adoption, its potential to enhance experiences,
In the dynamic world of customer service and CX, change can be the only constant and adaptability becomes pivotal for organisational success. Join us for an exclusive virtual roundtable hosted by CCA Exec Chair, Anne Marie Forsyth and leading experts from
It is crucial that organisations understand and connect with the generation that is driving innovation and change in today's world.
The importance of vulnerability and safeguarding of employees in the workplace cannot be overstated. It nurtures a supportive environment that promotes mental well-being, productivity, and overall organisational success.
The importance of vulnerability and safeguarding of employees in the workplace cannot be overstated. It nurtures a supportive environment that promotes mental well-being, productivity, and overall organisational success.
Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.
AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.
Since 1900, the UK has seen 9 recessions while US has waded through 23. Since the end of World War II, there have been 4 global recessions. And we're currently in the middle of another drastic economic downturn. If there was ever a need for good leadershi
Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.
This Whitepaper explains why you will need to rethink standard recording practices that were established long before AI-powered voice analytics were a possibility, empowering you to gain a competitive advantage and see the real benefits from a conversatio
Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other. We will continue these conversations and hosted the first f
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other.
As we work our way through the evolving landscape of talent acquisition, understanding how organisations strategically choose candidates becomes essential for success.
As we work our way through the evolving landscape of talent acquisition, understanding how organisations strategically choose candidates becomes essential for success.
Join us for an engaging discussion focusing on the intricacies of the new Consumer Duty regulation which came into force earlier this year.
In today's frontline customer operations, dealing with difficult customers is an inevitable challenge facing most advisors and team managers.
Complaints are an integral part of any industry. They serve as valuable feedback, providing insights into areas that may need improvement..
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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.
Remember when call centers were separate areas of your business with their own location, culture, and communication tools? Things sure have changed.
How Outsourcing AI-related Tasks Can Help Businesses Gain a Competitive Advantage
The hidden fraud lurking in the shadows
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.
Recruitment and retention remain ongoing issues for businesses in all sectors and all geographies.
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're joined by Emma Krygier from FCA who will be explaining the key considerations on the upcoming Consumer Duty regulation.
Helping employees perform well is important. Employees need to understand what's expected of them so that they are motivated, have the skills, resources and support they need to succeed.
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.
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.
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's due to customer vulnerability, anger and frustration, stress or mental health issues.
A strong hybrid workforce starts with a great employee experience that gives colleagues access to the information they need to stay engaged and productive.
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
As a result of homeworking/hybrid working, 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.
Catch up on Best Practice Forum sessions from 2022 now
3 guiding principles for insurance data journeys
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.
A guide to unlocking the benefits of AI and the cloud with future-proof solutions that protect your current investments
Meet four banking leaders disrupting fraud with Nuance technologies
How retailers can use AI to empower their agents and create standout CX
Inspiration and motivation for UK public sector organisations, and the optimistic realists driving them forward
Your customers still want to talk - so wow them with conversational, cost-effective experiences
3 Ways to Help CSRs Do Their Best Work
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 this guide, we will focus on the potential benefits, challenges and opportunities for using Conversation Analytics to automate your existing quality assurance processes.
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
Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.
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
Redefine your customer experience for measurable results
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
A Matter of Perspective: Shifting Customer Expectations
ICYMI Our World of Work is Changing
Let's Talk About Leadership...
#Reset - Customer Service in 2025
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Making decisions in an age of chronic uncertainty.
Bringing together some of the smartest and most experienced minds in customer service and CX to collaborate, learn and develop for the future
Access this virtual round-table discussion with leading industry experts on what critical factors need to be considered as we Build Back Better for 2022 and beyond.
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 Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2021 can be fou
CCA Future Scenarios is designed to help you make the right decisions for future service and CX propositions. Sign in below to access all sessions from 2021 so far.
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
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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.
Employee wellbeing is the main concern for 95% of respondents to a new survey conducted by CCA on future working models.
The public health emergency around coronavirus may not be abating, but businesses cannot wait to take crucial decisions about who works where, now and in the future. Management Today partnered with Hays to ask 280 leaders and senior decision-makers in UK
Empower Your Virtual Employees and Unlock Your Team's Potential
Findings from CCA Visionaries on the challenges with digital transformation
Building better customer experience in a digital world
CTRL ALT DELETE - The Great Reset. The future of work to 2030.
llied Bakeries produce household brands such as Kingsmill, Burgen, Alliosn and Sunblest. They tell us what CCA Global Standard means to them and why accreditation is important
Steering your customer experience strategy into the future. Our new research highlights the reasons why organisations can no longer afford to ignore the impact of digital transformation.
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
The Outsourcing Playbook is about getting it right. Getting it right when we decide to deliver services using in-house resources and getting it right when we decide to deliver them in partnership with the private and third sectors.
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
Are businesses ready for digital transformation? This infographic summarises the findings of our report, produced in collaboration with Vodafone Global Enterprise.
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
This report brings readers the latest insights and trends which are impacting employees across the continent. These findings provide a unique opportunity to learn about the changing attitudes of Europe's workforce.
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.
This research explores how digital transformation is being realised within today's customer-focused organisations.
Research outputs generated in collaboration with many of our members and benefited greatly from the collective wisdom of our expert networks: Industry Council; Customer Experience Network; BPO Council and Supplier network; all of whom helped get to the he
2016 was the busiest year ever in the history of CCA, with a packed events agenda around UK and Ireland, an extensive research and benchmarking programme and the interest in the new CCA Global Standard© reaching record levels with the launch of our n
2017 was the busiest year ever in the history of CCA, with a packed events agenda around the UK and Ireland, an extensive research and benchmarking programme and interest in CCA Global Standard© reaching record levels with the latest insights from ex
2018 has been an exciting and busy year for the CCA network with many new services developed and delivered in response to the cross sectoral industry requests identified throughout the year. CCA has developed a real time customer feedback loop with me
Findings from the last year in customer service. An overview of the state of the industry and how change is coming into shape for the new decade, as well as a look at how things have changed over the past year.
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
Six things every manager can do to make sure stress doesn't get in the way of success.
The CIPD's twentieth annual survey, in partnership with Simplyhealth, explores trends and practices in health, well-being and absence management.
For most organisations, communicating and working with other departments is a critical daily activity. This infographic summarises the findings of our Collaborative Working Report, produced in collaboration with Poly (Plantronics).
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
This research we are conducting in association with Kura focuses specifically on: - The biggest customer service challenges facing organisations - How challenges like reducing customer effort, improving quality and meeting the rising expectations of c
This survey of over 1,000 people professionals provides valuable benchmarking data to help organisations evaluate and improve their health and well-being practices. It also aims to get under the skin of workplace policy and culture to give the profession
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