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The Future Workforce - Leaders are you listening?

This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future.

We have explored what front-line employees love and look for in their roles today and what their expectations are for tomorrow. We've probed their key frustrations and the barriers they face in best serving customers.

The aim of this research is to better understand how organisations can support their front-line teams to not only offer improved service, but help them keep up-to-date with the latest knowledge, opinions and insight to ensure they feel fully equipped to be the best they can be.

This first report, of what is planned to be a groundbreaking longitudinal project, collects and presents a snapshot of the views and opinions of the management team, team leaders and frontline advisors to obtain a holistic view of what it is like to work in today's busy customer service environment.
The results on which this report is based were generated between July and October 2017. In total 44 executives, 122 team leaders and 402 agents were surveyed.

In association with Research Partners

Gold Partners
Arise -

Silver Partners
Kura -
Plantronics -

Digital is the future for customer service so why are we paralysed by indecision?

New research from CCA, in partnership with Vodafone Global Enterprise, finds that almost two-thirds of respondents to our survey agree that digital customer service is the future. However, the persistence of managing traditional channels remains and only one in 5 agree that most of their engagement with customers is now digital.
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Visioning Customer Service to 2020

CCA Research Compendium offers senior CX and customer service executives the latest trends, insight and opinion on the issues that matter to you.
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Simpler, Better, Faster: The Top Customer Service Challenges for 2018

New research from CCA, in partnership with Twilio, states that organisations need to be simpler, better and faster in 2018.
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People & HR Forum Meeting Report - 23/01/18

CCA People & HR Forum launched on 23 January 2018. The session was facilitated by Liz Barclay and topics discussed included recruitment, EQ competency, mental health and millenials.
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Collaborative Working: Harnessing technology to improve collective agent activity

Technology has radically changed the way our customers communicate with us and their service expectations continue to increase. How are businesses using technology to communicate internally, and with customers, to keep up?
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Becoming digital - Are you ready?

Download this research to find out how digitisation of customer experiences can bring wide-ranging benefits to organisations.
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Digital Technology: Enabling organisations to improve customer experience

This latest research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience.
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Current Trends in Business Process Outsourcing

For this research, conducted in association with Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda.
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CCA Research Compendium 15/16

CCA Research Compendium is an essential reference source for customer contact professionals.
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Future Contact Centre Customer

What are the top customer service strategies to service the contact centre customer of the future?
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