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 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

Customer interactions are becoming more and more challenging for a variety of reasons; whether itâ?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

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

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 2022 can be fou