The Excellence Awards programme for 2019 launched on the 1st March and is supported by an independent panel of judges from across the CCA network. Are you interested in being part of the Awards review process?
The Emerging Leader Award is an exclusive award category for CCA Platinum Members. It seeks to recognise emerging leaders within the organisation that are truly committed to driving transformational change.
Student Loans Company in Darlington hosted the second CCA Industry Council Thought Leadership Forum for 2019. Leaders tackled some of the challenges being faced today around engaging and motivating a changing workforce and shaping our priorities to help s
David Smith, Economic Editor for The Sunday Times, spoke at a recent CCA Advisory Council to share his views on Brexit, and how organisations can maintain good reputations and retain the trust of their customers in times of fast-paced change and uncertain
Thinking about entering our Excellence awards this year? Whether you narrowly missed out last year, are keen to retain your title, or entering for the first time, this webinar will help you understand what makes an award-winning submission and walks through the journey to success!
Join TTEC's Peter Dorrington, Director of Insights as he explores the impact of engagement technologies such as bots, artificial intelligence (AI) and robotic process automation (RPA) are having on the traditional contact centre. Learn how consumers are adopting self-service and turning away from human-to-human voice, with a new landscape of a contact centre that is truly omni-channel, and able to treat each customer differently and appropriate to their needs and preferences.
CCA are delighted to be partnering with the Call & Contact Centre Expo, where some of the most proactive professionals descend on the ExCeL, all hungry to find the tips, techniques, innovations and strategies they need to transform themselves, and their companies, into the biggest names within customer engagement.
An open session to explore the requirements and content of CCA Global Standard Version 7. Led by the CCA Independent Assessment Team, this will be a practical session providing opportunity for you to assess your current operation against the requirements of the CCA Standard and to also benchmark your operational measures against a wider group of organisations.
Part of our Centre of Excellence programme of events. These sessions are one day visits to organisations recognised for excellence and award-winning customer service.
Gain unique insight by hearing from those at the heart of the customer service operation and have the opportunity to network with peers to share best practise.
Consumer trust is critical to a brandâ?Ts reputation and success. Breaking that trust can have massive consequences and take a long time to rebuild.
Join this session, in association with PCI Pal, to hear new consumer research into consumer trust and spending habits. We will talk about why businesses need to provide clearer assurances to consumers on how their data is captured, processed and stored.
Think you've done journey mapping? Think again! Using new Design Thinking Techniques this practical, interactive session gives hands-on experience to consider a customer's journey and identify and fix pain points.