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Latest news, insight & opinion from CCA

 

CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

Confused? You don't need to be

Most of us will have listened to at least some of Philip Hammond’s budget - only 6 months since the last one but delivered in a challenging new world post snap election, whilst still wading through Brexit. It was the usual balancing act of appe...
24/11/2017
Anne Marie Forsyth, CEO, CCA
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Feeling good in a changing world

With over 40 speakers addressing CCA Convention over the last two days, there was certainly no shortage of analysis, wisdom and experience to keep delegates entertained.Davis cup coach Leon Smith reminded us that teams are made up of divas and introv...
17/11/2017
Anne Marie Forsyth, Chief Executive, CCA
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Generation Mute

Research reported earlier this week from Ofcom suggests that the younger generation is falling silent!A survey by the regulator has found a new ‘generation mute’ where only 15% of 16-24 year olds consider phone calls as the most important...
10/11/2017
Anne Marie Forsyth, CEO, CCA
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Trust me....

News this week focused on the erosion of our trust in online platforms like Twitter and Facebook as more than 50% of us believe that as sources of content and news they are unreliable. Interestingly, our respect and trust in more traditional news so...
03/11/2017
Anne Marie Forsyth, CEO, CCA
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Back to the Future

If, like me, you drive a diesel car then it's likely that you will be feeling like a pariah, after additional congestion charges, top up parking fees, next must surely come the curfews and finally stocks with rotten tomatoes. And yet just a few s...
27/10/2017
Anne Marie Forsyth, CEO, CCA
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Latest Research

CCA Research Compendium 15/16

CCA Research Compendium is an essential reference source for customer contact professionals.
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Media

CCA CEO Anne Marie Forsyth was involved in a radio day with Salesforce talking about new consumer research they have just conducted with YouGov which shows that customer attitudes to service are actually improving. We talked to a range of stations up and down the country all of whom were enthusiastic and encouraged by the findings.

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Guest Blog

Shine a light...

Each week there is something in the news about disgruntled customers. Citizens Advice announced their findings around who’s winning and losing the customer service battle ratings amongst the energy firms. The research stated that while price i...
24/03/2017
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Weekly Spotlight

The Reality of CX Measurement - Four critical things to consider

What drives improvements in CX? How do we measure c-sat across disparate channels? How do we know we are measuring the right things? How can we make sure we are hearing the true voice of customer and not just the loudest one?Measurement in a multi-c...
22/11/2017
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