Latest news, insight & opinion from CCA


CEO's Blog

Weekly blog from Anne Marie Forsyth, Chief Exec of CCA

Well well well...

This week’s big news on the changes to the pension age for more than 6 million men and women makes us all take a pause and think about the years ahead still left to work – for some less than others. Add to the mix the story on how life ex...
Kate Mollison, Cognitive Behavioural Therapist, NHS 24
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Let's stick together - May be not!

The cessation of BBC Question Time for the summer recess signals the beginning of the holiday period for Parliament. I suspect it can't come soon enough for the bruised PM Theresa May who has endured what most would agree has been a torrid two mo...
Anne Marie Forsyth, CEO, CCA
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Customer Service Rocks!

We were thrilled to be on site at Barclays in Liverpool yesterday for our Industry Council Thought Leadership forum where we discussed what ‘always on’ means to those delivering and managing customer service.Ours is a very different world...
Anne Marie Forsyth, CEO, CCA
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Storm before the calm

Like most of us at this time of year, I've been cramming in as much activity as possible before the summer holiday season starts. My last few weeks have been a bit of a whirlwind, chairing and speaking at conferences, all centred around the challenge of raising the bar in service and sales in the w
Anne Marie Forsyth, CEO, CCA
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The best of times... the worst of times

This week saw us all shocked and horrified at the tragic tower block fire disaster in London. The dreadful pictures and scenes showed the devastation left behind that I’m sure affected each and every one of us. None more so than those at the fr...
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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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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Featured Event

CCA Convention

CCA Annual Convention is widely recognised in the UK and internationally as the vanguard for future service. The 2-day programme is designed to challenge, inspire and critique the main issues being faced now, and what plans and strategies are required for our future customer service offering.
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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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