CCA Global is delighted to announce the companies and individuals shortlisted for 2025's prestigious Excellence Awards.
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In today's connected world, telecom, media, and technology (TMT) organisations do more than deliver products and services - they enable the moments that shape our personal and professional lives. Whether it is connecting families across distances, deliver
In today's competitive retail landscape, the sale is just the beginning. With 85% of shoppers ready to abandon a brand after a single poor experience, how you engage customers post-purchase is critical to loyalty, repeat business, and profitability.
Why knowledge? The consumer has spoken.
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that!
The Next Frontier for Elevating the Customer Experience
Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.
Our new research shows how brands can earn up to £500 more per customer, every year - simply by delivering the human experiences people want.
New Whitepaper: How AI is used to transform negative customer contacts into positive ones that build brand loyalty?
CCA PARTNERSTurn negative customer moments into emotive, loyalty-driving experiences. Discover how AI and empathy together transform CX into a powerful engine for growth.
What if the secret to skyrocketing profits and satisfied customers lies in a metric that most businesses barely even measure? Employee happiness.
When it comes to agent soft skills, there are some hard truths that contact center leaders must learn. The first hard truth is that soft skills make a huge impact on customer satisfaction and cannot be ignored. Time spent on improving agent soft skills is
NICE* has been named a Gartner© Magic Quadrant (tm) Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision. We believe this reflects the strengths of CXone as a unified interaction-centri
Why knowledge? The consumer has spoken
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
In a world where competitive advantage based on products, and even operational efficiencies,, has eroded, businesses look at customer engagement as the only true differentiator.
The guide offers insights into combating fraud across all channels and sectors, highlighting the importance of safeguarding contact centres to protect organisations and their customers.
In this report, find out why Ventrica was named as a major contender by Everest Group, and what that means for the business.
The Big Trends
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
Artificial Intelligence (AI) is transforming the outsourcing landscape by enabling companies to automate and streamline their processes, making it easier to manage and optimize outsourced tasks. As AI technologies continue to advance, many businesses are
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