Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

Who knew?

A notable observation from the cyber-attack debacle at the beginning of this week was the intervention of a 22-year-old IT whiz kid who saved the day by figuring out a fix. His response when it was suggested that he had saved lives was modest, almost...
Anne Marie Forsyth, CEO CCA
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It's all for you

Last night I was at the magnificent Hydro in Glasgow…. at the Take That concert. Some if you will have shift deleted at this point but bear with me. Regardless of musical tastes and opinions, 13,000 fans were treated to a Wonderland themed ex...
Anne Marie Forsyth, CEO, CCA
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Hobson's Choice

Did you vote in this week’s local elections? Are you planning to vote in the general election? I ask because all the indicators are that we are becoming disillusioned with politics (or politicians?) thus our appetite for engagement is diminish...
Anne Marie Forsyth, CEO, CCA
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Brainy Tales

Understanding customer emotions in parallel with machine learning matters greatly to organisations planning their resources to effectively service whichever business area they happen to be in.
Anne Marie Forsyth, CEO, CCA
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What's the question again?

I suspect many of you felt as I did on hearing the General Election news - head under a duvet and please make it all go away! Or maybe Netflix to block out the incessant verbiage from the informed and not so well informed on 24/7 news. The announcem...
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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Featured Event

Leading people in a digital, social, mobile world

Following the success of CCA Convention 2016, we are continuing the agenda with our newly launched London Convention 2017!
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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...
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