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.
Exploring how recruitment and onboarding are evolving as customer service roles change, with a focus on the skills, assessment and support needed to help new colleagues succeed through their first 90 days.
The September Coffee Club brought together customer service and operational leaders to explore how annualised hours could support greater flexibility in workforce planning and better align resources with changing customer demand.
93% of people feel more positive about brands that signpost them to help
What makes a good leader? Is it bravery, compassion, innovation, inspiration?
The ability to harness advanced technologies like AI is crucial for maintaining a competitive edge. This report offers a perspective on why some companies excel in adopting advanced technologies while others lag behind.
The technology works. Large language models can draft legal contracts, write code and synthesize research at speeds no human team can match. But those gains are not showing up in the bottom line.
The latest CCA AI Transformation Forum, kindly hosted by The Very Group in Liverpool, brought together senior leaders from customer operations, digital transformation and AI to explore one of the defining challenges facing organisations today: how to move
The latest CCA Women in Leadership Network brought together members for an open and collaborative discussion exploring modern leadership, personal growth, and the opportunities and challenges presented by artificial intelligence.
The May Coffee Club brought together customer service leaders to explore a challenge that many organisations are currently grappling with: how to effectively measure performance across chat and messaging channels.
This report explores how fraudsters are industrialising their operations and using the contact centre as a critical entry point.
This report focuses on the role of the telephony channel in insurance fraud. It explains how fraudsters target insurers across the policy and claims lifecycle, and how greater visibility of caller activity can reveal behavioural and intent signals that ar
This guide looks at how organisations can use contact centre intelligence to detect fraud earlier, disrupt organised crime networks and better protect customers.
Bringing together leaders from across financial services, retail, utilities and the public sector, the session combined peer discussion with real-world case studies from Lloyds Banking Group and Currys, creating an open and highly practical conversation a
Developed over the past year, this flagship research brings together cross sector insight from leaders navigating the realities of AI driven transformation to explore what the future of service may look like by 2030. This executive summary highlights some
CCA members gathered in Swansea for an engaging and insightful Raising the Bar: Excellence in Practice hosted visit with the Driver and Vehicle Licensing Agency (DVLA), exploring how one of the UK's largest public service contact operations is building a
The April Coffee Club brought together customer service and contact centre leaders to explore one of the most persistent and complex challenges organisations face: managing attendance and reducing sickness absence.
Developed over the past year this flagship research brings together cross-sector insight from leaders navigating the realities of AI-driven transformation to understand what the future of service may look like by 2030.
By embedding their teams and integrating processes to the powerful capabilities of the Kraken platform, Capita ensured that customer service levels remained consistently high.
A seamless and dependable customer experience during the holiday peak period is critical to protecting brand loyalty and revenue.
At Capita Experience, we've learned that when we truly listen to local teams, we don't just improve metrics; we improve how it feels to be a customer and how it feels to do the work.
Capita supported a leading financial services company to transform its customer service operations by implementing CallSight, a cutting-edge AI platform.
2026's CX landscape in the UK, Ireland, and Europe's private sectors is both exciting and challenging. Find out more on sector specific CX trends...
In 2026, customer experience (CX) across the UK, Ireland, and Europe's private sectors will be defined by a blend of advanced technologies and renewed focus on human-centric service.
Capita Experience is leaning hard into AI while keeping people at the centre of service.
Capita's new report with Everest Group, 'The AI advantage in retail: creating end-to-end customer-centric ecosystems', explores how AI is transforming retail customer experience and provides a practical guide for retailers looking to deliver seamless, end
The trade-offs between operational efficiency, customer service, and employee experience are tricky to balance.
The February CCA Coffee Club brought together customer service leaders to explore a concept that is becoming increasingly visible across organisations: reassurance demand
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