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Events & Forum

Upcoming events

April 2017

CCA HQ, GLASGOW
27/04/2017
Share experiences and network with other organisations that have achieved service excellence using CCA Global Standard©.

WEBINAR
27/04/2017
In this webinar you will learn how you can empower your agents to close cases faster, drive loyalty and increase core metrics in your organisation.

May 2017

CONVERGYS, LOUGHVIEW, 209 AIRPORT ROAD WEST, BELFAST, BT3 9EZ
18/05/2017
With more customer journeys now starting in digital channels, agents are increasingly an escalation for failed digital service. We will explore how the channel mix is changing and the impact this is having on the role of assisted support. The sessions will share industry insights and best practice in relation to the changing role of contact centres in the digital age and learn how Convergys is applying its CX2020 Framework to shape the future.

CCA HQ, GLASGOW
23/05/2017
This interactive workshop, in association with Oracle will include: hands-on experience of mapping customer journeys; use of maps to diagnose customer experience issues and identify opportunities; designing experiences that meet your customer expectations and deliver business value.

CCA HQ, GLASGOW
25/05/2017
Leverage better partnerships and define win-win contracts in the BPO market-place. A forum focusing on the challenges and opportunities facing organisations that oursource all or part of their customer contact operations currently, or that are considering doing so in the future.

June 2017

RBS 250 BISHOPSGATE, LONDON
15/06/2017
Following the success of CCA Convention 2016, we are continuing the agenda with our newly launched London Convention 2017!

CENTRAL LONDON
20/06/2017
Anne Marie Forsyth, CCA Chief Executive, will be moderating this practical one-day conference. Endorsed by CCA, it is tailored for those working in travel, including large, medium and small firms. It will look at ways to improve your customer service strategy, engage your workforce and improve communication across all channels.

Your journey for 2017

For 2017, our programme of activities has been developed to enable members and the industry overall to 'Raise the Bar' - by promoting leading practice, presenting the latest views and opinions through a comprehensive research programme, and developing a programme of events, forum and conferences aimed at supporting you and your colleagues.

All sessions offer opportunities for learning, gaining new insights and providing new innovations and ideas for service improvements.


Think Ahead

Raise the Bar

Learn & Share

Join & Network

Celebrate Excellence

Meet & Inspire

Partner for Success