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06/09/2019 EVENTS
Access the highlights and key take-aways from our People & HR Forum, held at CCA HQ on 8 May 2019. Presentations from Standard Life and Coventry Building Society helped shape new concepts on vulnerability, engagement and positive culture change.




10/05/2019 CEO BLOG
It's been another busy week at CCA with our People & HR Forum at CCA HQ, Thought Leadership Forum in Amsterdam hosted by Poly and our first ever organisation to achieve accreditation to the new version of CCA Global Standard©. Have a watch of my vlog to

03/05/2019 CEO BLOG

16/03/2019 RESEARCH
In 2019 we stand at a tipping point for customer experience with triggers including globalisation, digital growth, regulatory compliance and a changing economy all contributing to demands for transformation.

21/01/2019
As the manager of Scotland’s first national football team to qualify for the World Cup Finals this century. Shelley Kerr knows what it takes to build a world-class team.

21/01/2019
Jo has worked in financial services for almost 30 years progressing from customer facing activity to her current position as Director of Customer Operations at The Co-operative Banking Group. Take a look at what some of her colleagues had to say about her

01/06/2018 RESOURCES
White paper based on results from the Global Employee Engagement Index 2018. It discusses the differences between engagement and commitment, looks at global trends and figures for the two, outlines the four pillars of engagement, and finally looks at th

01/06/2018 RESOURCES
This piece looks at the problems surrounding agent engagement and discusses the ways in which it can be tackled. It outlines 5 strategies for dealing with engagement issues including giving agents greater control, providing seamless workflows, and empower

01/03/2018 RESOURCES
Extract from the salesforce State of Service Report which looks at the importance of smart technology in remaining connected as a service, and how the top performing companies disproportionately use AI in order to keep on top of their industries. There is

01/03/2018 RESOURCES
The goal of this study is to reveal millennial preferences, perceptions, and drivers as job seekers. It includes survey information on salaries, workplace benefits, reasons for attrition and reasons for remaining in jobs, according to millennial workers.

01/01/2018 RESOURCES
An insight into the views and opinions of team leaders and managers of front-line teams. A summary of responses and considerations as part of a wider industry research project to review behaviours, challenges and opinions from front-line colleagues.

01/01/2018 RESOURCES
An insight into the views and opinions of agents. A summary of responses and considerations as part of a wider industry research project to review behaviours, challenges and opinions from front-line colleagues.

01/01/2018 RESOURCES
An insight into the views and opinions of agents and team leaders. A summary of responses and considerations as part of a wider industry research project to review behaviours, challenges and opinions from front-line colleagues.

01/01/2018 RESOURCES
A report summarising the key concerns, areas of focus and issues that customer experience professionals will be working to improve through 2018 across the areas of people, technology, customer behaviour and organisational capabilities.

01/01/2018 RESOURCES
A section from the Tomorrow's Experience Today report which looks at the ways in which engagement can be boosted through the Six Pillar Employee Experience, as well as an increased sense of purpose.

12/12/2017 RESOURCES
A breakdown of abseenteeism across the UK in the summer of 2017; the leading causes for absence and industries worst affected; and how employers can anticipate and tackle absenteeism going forward.

01/10/2017 RESOURCES
A look at average length of service from employees, as well as attrition and absence statistics for the year 2017.

23/05/2017 RESOURCES
A look at the ways in which social, economic, demographic, and technological changes from now until 2030 will affect work in Scotland. An aging population and lower net migration, potential national shifts like Brexit and the Independence question, and te

23/05/2017 RESOURCES
A report from cross-party thinktank IPPR which analyses the current trends in Scotland's labour market and predicts the future of work in Scotland over the next two decades.

01/04/2017 RESOURCES
A look at average length of service from employees, as well as attrition and absence statistics for the year 2017.

05/01/2017 RESOURCES
Extract from the Salesforce State of Service Report which looks at agent success and employee empowerment, and cites tech, training and autonomy as some of the keys to success. Also discusses single customer view and the importance of employee engagement.