As part of the CCA Thought Leadership Programme for 2022/23, we are looking at a range of topics including reviewing and building a new talent proposition.
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The Definitive Change Management Guide
Bringing Employee Experience (EX) and CX Together
The financial services (FS) sector is under increasing pressure to modernise operational models whilst driving profitability, improving customer experience (CX), managing higher levels of risk, and looking after its people.
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Remember when call centers were separate areas of your business with their own location, culture, and communication tools?
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For you, your staff, and your customers.
Active noise canceling (ANC) has become a prominent need for today's work force as people deal with the distractions of the office and home, while trying to stay productive. Anyone who travels on airplanes can relate, understanding the benefit that a pair
Customer service representatives (CSRs) are particular about their headsets. As hybrid workers taking calls at home and in the office, they need the flexibility to work anywhere and connect easily to their favourite platforms.
The Ultimate Guide to Customer Experience
How our call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel.
For Allianz Direct, transforming operations to make insurance products and services as easy and intuitive as possible for its customers across Europe is critical.
How HomeServe UK worked with Sabio to deploy one of the most advanced conversational AI implementations to support its core claims processes
Unlock innovation and boost customer experience ...using APIs as your master key
Contact centre advisors have the most monitored, scrutinised and analysed role that exists probably anywhere in the world.
What is the secret to customer loyalty? The answer straight from ~50,000 'horses' mouths' (consumers, that is), per a massive survey conducted by Corporate Executive Board, was: Make it easy to get service. In other words, reduce their effort.
FAQs and legacy 'knowledge management' donā?Tt cut it anymore
In the latest in our series looking at the future of outsourcing, Webhelp's Managing Director (Customer Solutions) Mark Guest looks at the growing need for commercial certainty as organisations consider the merits of outsourcing critical operations.
In our recent white paper, Gobeyond Partners, part of the Webhelp group, look at how companies unwittingly prevent their customers from embracing digital adoption, and what they can do to ensure they're not standing in their way.
With huge advances in the tools and methods available to analyse unstructured customer data, Vanessa Flather takes us through the wealth of untapped insight to be gained from Voice of the Customer (VoC) feedback.
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