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Latest news, insight & opinion from CCA
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CCA Compendium 2015

Research outputs generated in collaboration with many of our members and benefited greatly from the collective wisdom of our expert networks: Industry Council; Customer Experience Network; BPO Council and Supplier network; all of whom helped get to the he

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CCA Compendium 2016

2016 was the busiest year ever in the history of CCA, with a packed events agenda around UK and Ireland, an extensive research and benchmarking programme and the interest in the new CCA Global Standard© reaching record levels with the launch of our n

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CCA Compendium 2017

2017 was the busiest year ever in the history of CCA, with a packed events agenda around the UK and Ireland, an extensive research and benchmarking programme and interest in CCA Global Standard© reaching record levels with the latest insights from ex

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CCA Compendium 2018

2018 has been an exciting and busy year for the CCA network with many new services developed and delivered in response to the cross sectoral industry requests identified throughout the year. CCA has developed a real time customer feedback loop with me

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CCA Compendium 2019

Findings from the last year in customer service. An overview of the state of the industry and how change is coming into shape for the new decade, as well as a look at how things have changed over the past year.

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Silence is golden?

Perhaps David Cameron's reticence to share a platform with other politicians in the 'countdown to Number 10' televised debates is informed by the famous phrase from Mahatma Gandhi "speak only if it improves the silence". The stakes are h...

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