CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2022 can be fou

This week we hosted the first of the newly reformed CCA CEO Industry Council in London hosted by long-standing partners Poly at their incredible experience centre in The Gherkin. There were so many valuable insights but below are the Top 10 quotes from th

Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.

Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.

Vulnerability has taken on a whole new meaning as customers and employees are impacted by the cost-of-living crisis and growing economic uncertainty, and in particular, as we head towards the winter months. How can we ensure we are ready for the chall

The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.