Latest Resources for you to download

CCA Best Practice Forum

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.

Virtual Round Table: Navigating Change for CX Success

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

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5 Ways Poly and HP Simplify Hybrid Work

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.

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REPORT: Finding the Perfect Match - Attract and Keep the Right Talent for Future Success

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

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The Ultimate Guide to Call Centre Quality Assurance

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

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The Essential Guide to Auto-QA

In this guide, we will focus on the potential benefits, challenges and opportunities for using Conversation Analytics to automate your existing quality assurance processes.

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Reducing human error

Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.

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CCA Visionaries 2022

Bringing together some of the smartest and most experienced minds in customer service and CX to collaborate, learn and develop for the future

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CCA Best Practice Forum 2021

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

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CCA Future Scenarios 2021

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.

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Customer Service & CX Future Scenarios To 2025

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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Will Hybrid Working Ever Work?

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

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