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07/05/2020 CEO BLOG

06/12/2019 INDUSTRY NEWS
The most popular questions asked by delegates at CCA Annual Convention 2019

30/09/2019 EVENTS
Why is it important to be part of a network of people who have similar aims and values to you?

30/09/2019 EVENTS
How do we cope in such uncertain times?

06/09/2019 EVENTS
Top ten things to take away from our Summer Convention, Inspire Live, and Networking Dinner

04/09/2019 PRESS RELEASE
CCA are delighted to announce the chosen charity for 2019's Gala Dinner and Excellence Awards Ceremony: Macmillan Cancer Support

10/04/2019 EVENTS
CCA Summer Convention returns to Etihad Stadium in Manchester on 27 June 2019.

21/01/2019 PODCAST
Highlights from our C-Suite debate at CCA Convention featuring Anne Marie Forsyth, CCA; Alison Varney, Sky; Jill Waters, NS&I; Ian Craig, Nationwide; Greg Reed, HomeServe

17/11/2017 CEO BLOG
With over 40 speakers addressing CCA Convention over the last two days, there was certainly no shortage of analysis, wisdom and experience to keep delegates entertained. Davis cup coach Leon Smith reminded us that teams are made up of divas an...

23/11/2016 CEO BLOG
There are only two little words to say as we closed CCA Convention 2016 in the wee small hours of last Thursday night; Thank you! To our delegates over two days and two nights; all 600 in total whose enthusiasm and participation was a testamen...

04/11/2016 CEO BLOG
This week we have been overwhelmed with submissions from organisations in response to our call for Customer Service Heroes campaign in advance of CCA Convention which is only two weeks away (and counting!) What’s striking apart from the vol...

13/11/2015 CEO BLOG
The ongoing furore about hackers stealing Talk Talk customer data took a new twist this week with suggestions that large organisations should think about hiring the skills of the hackers. Unbelievably it appears that those responsible may be as young...

31/07/2015 CEO BLOG
Working with CCA’s Thought Leadership Council at a recent workshop – the third of four that are leading up to the creation of some new scenarios which will be revealed at Convention this year – I was struck by the variable speeds at...

05/12/2014 CEO BLOG
The nostalgia of the twelve days of Christmas seems to have been replaced by the stampede of Black Friday and Cyber Monday. Many of us will have viewed the footage of shoppers scrambling to get their hands on merchandise with big brand retailers John...

28/11/2014 CEO BLOG
There are just two words to sum up the emotion of this past week - THANK YOU. To each and everyone of the 1,000 people who joined us in Edinburgh for our 20th anniversary Convention and Excellence Awards Gala Dinner. We have been completely overwh...

14/11/2014 CEO BLOG
This week's blog has been penned by Matthew Poyiadgi, Managing Director Europe, Pearson VUE. Matthew joins us at Convention on 26 November to deliver an engaging and thought-provoking presentation which will make us think about how technology is alt...

31/10/2014 CEO BLOG
This week's blog has been penned by Liz Barclay, broadcaster and writer specialising in consumer business issues and personal finance. She is a communications trainer and coach and works with a variety of businesses in finance, health and public sec...

24/10/2014 CEO BLOG
The old Dutch saying ‘Trust comes on foot but leaves on horseback’ has a distinct resonance this week following widespread media reports of a lack of transparency in the energy switching companies. Big Deal, itself an energy switching ...

11/07/2014 CEO BLOG
Here’s a summer challenge for those of you with good memories (and maybe a few grey hairs) - cast your mind back 20 years ago and see if you can recall the summer of 1994 (and no cracks about if you can remember it, you weren’t there!). ...

04/04/2014 CEO BLOG
Some say you have to look back to look forward and as this year marks the 20th anniversary of CCA Convention, I’ve been taking a look back at 20 years of critical customer service topics we’ve addressed. Several factors emerge as peren...

15/11/2013 CEO BLOG
One of the dominant themes that emerged at Convention is that delivering speedy service is no longer enough - the new challenge is meeting customer needs in real-time. Presentations from six leading service organisations confirmed that the speed ...

08/11/2013 CEO BLOG
With just days to go before the start of CCA’s 19th Convention in Edinburgh I can really sense the rising excitement among members shortlisted for this year’s Excellence Awards. I was privileged to read some of our judges comments on the ...

31/05/2013 CEO BLOG
Big Data has been hailed as the exciting second phase of the digital revolution, with experts calculating that it has the potential to generate up to tens of billions of pounds of economic benefit; and to transform public service provision, healthcar...

31/05/2013 CEO BLOG
Big Data has been hailed as the exciting second phase of the digital revolution, with experts calculating that it has the potential to generate up to tens of billions of pounds of economic benefit; and to transform public service provision, healthcar...

01/02/2013 CEO BLOG
The rise of multi-channel customer contact puts an onus on all of us to identify and deploy the best technologies out there to help us do our jobs better and keep our increasingly demanding customers happy. Sounds simple, doesn’t it ? We all...

14/12/2012 CEO BLOG
I don't know about you but I' m a real fan of beautiful historic buildings and it's great to see so many being restored and indeed enhanced beyond their former glory. The calmness can be truly inspiring in an age where we are always on and increas...

23/11/2012 CEO BLOG
It has been an exciting few weeks and I am delighted at the level of input and feedback we have received from Convention delegates - this will really help shape our agenda for 2013. One of the highlights from the event itself has been the fresh ...

02/11/2012 CEO BLOG
I am looking forward to meeting around 1,000 professionals who will convene in Glasgow next week for the CCA Annual Convention and Excellence Awards Gala Dinner. A huge thanks in advance to all our sponsors and to our keynote speakers and panelists....

05/10/2012 CEO BLOG
'Mostly value is understood when we lose something' The subject of how we value customer service in contact centres is in some ways an old chestnut, however the debate has reemerged with vigour recently. Most people I speak to agree that we don't p...

28/09/2012 CEO BLOG
We had one of our speaker lunches in London this week, and as ever at these events the conversation is never forced! Everyone has something to share about the experiences of getting in touch with organisations and more importantly getting issues res...

21/09/2012 CEO BLOG
Melanie Howard, Chair of the Futures Foundation, led CCA Industry Council's Future Workforce session this week hosted by Serco in London with senior reps from 20 leading brands. What became very obvious is just how difficult it is to escape from the ...

31/08/2012 CEO BLOG
I am really looking forward to seeing the first results coming through from our recent research project with KANA on ‘Smart Service – Will the contact centre remain the cornerstone of your customer service offering?’ Our Customer...

24/08/2012 CEO BLOG
With the pace of change in relation to today's customers, new technologies and business planning, is it possible to predict with any sort of certainty what our businesses may look like in 5-10 years time? Over the past 8 months we have been working ...

03/08/2012 CEO BLOG
What a roller coaster of emotions we have experienced this week for all of us who have been glued to the Olympics! To see so many great athletes and competitors striving for world-class performance is a sight to behold. In customer contact, CCA wer...

27/07/2012 CEO BLOG
After years of waiting, the official opening of the London Olympics 2012 is upon us. Years of planning, organisation and, I’m sure, lots of blood, sweat and tears have come together for what promises to be a ‘once in a lifetime’ ex...

15/06/2012 CEO BLOG
Recognition and reward have never been more important than it is today in our very challenging economic climate. CCA are committed to showcasing award winning approaches to customer service – whether that is through organisations achieving an...

01/06/2012 CEO BLOG
This long weekend sees the Queen celebrate 60 years on the throne and here at CCA we have our own reasons to put up the bunting and crack open the champers. At the close of last week we launched our brand spanking new website which we believe will ...

18/05/2012 CEO BLOG
This week CCA have had another packed week of events, workshops and research releases all aimed at supporting best practice and knowledge sharing across the contact centre industry. The second of a two part Social Media Masterclass was held in G...

11/05/2012 CEO BLOG
This week we held the first meeting of a new industry-wide initiative aimed at identifying ‘what does good look like?’ across a number of core business areas – this first session focused on organisational design and business struct...

04/05/2012 CEO BLOG
This week saw the delivery of a speech as part of the annual Today Programme Lecture by the governor of the Bank of England Sir Mervyn King within which he renewed the push for bank reform. He blamed a collective failure of imagination to foresee iss...

27/04/2012 CEO BLOG
Unbelievably we are now in our 18th year of hosting and assembling the CCA Convention! This maturing is a reflection of the developments in the contact centre industry itself - we have the experience and knowledge which comes with ‘adulthood...

13/04/2012 CEO BLOG
The CCA team have been working hard to develop the most relevant and forward-looking agenda for attendees at the 2012 Convention. Reflecting on the issues facing consumers, there is clear lack of trust in the companies, institutions and brands they t...

02/03/2012 CEO BLOG
This blog rounds up another packed week of events in the CCA calendar. On Tuesday I chaired an Inside Government event in London. It was a content rich day which emphasised the influence of the digital world on public service provision. This week als...

06/01/2012 CEO BLOG
In the quest for business vitality in 2012, knowledge is most certainly power. It is easy to merely fire fight when horizons are reduced by the macro-environmental changes relating to technological advances, globalisation or significant economic pr...

30/12/2011 CEO BLOG
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23/12/2011 CEO BLOG
MERRY CHRISTMAS TO ALL OUR MEMBERS! We would like to take this opportunity to wish all our members a very Merry Christmas and hope that you all have a relaxing holiday period. We would like to thank you all for your invaluable participation an...

02/12/2011 CEO BLOG
This week, maintaining the theme of capitalising on the good feeling from convention 2011, I want to highlight the importance of recognising the achievements of those working in our sector. Back in January of this year we released our CCA Research ...

25/11/2011 CEO BLOG
At CCA Convention 2011 Dave Carroll sang us a song that brought a tear to the eye. As he sings in Everyday Heroes,”there’s a hero racing to help a stranger today”. In a rapidly transforming world, there are many unsung heroes who...

01/11/2011 CEO BLOG
The theme for CCA Convention 2011 is Connected Customer - but what does it actually mean? One of the biggest changes for organisations to deal with is the reality that relationships are becoming less one-to-one and more one-to-many. For some ne...

28/10/2011 CEO BLOG
Hope you have been enjoying the 50 day countdown to Convention and found the daily fact interesting. We have had lots of good feedback and a few requests to have all 50 facts put onto a set of slides for use in the contact centre. If anyone else wo...