Customer experience is king, but can your in-house team handle it all? This article explores why outsourcing customer service is no longer a nicety, but a 'must-have' for success.

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CCA Global, a leading authority in customer service and experience, is set to co-host a major event alongside The Knowledge Group (tkg), in Edinburgh on 21 February, focused on the future of outsourcing, technology, and customer service.

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The latest session, on 7th November, will be led by CCA's CEO, Anne Marie Forsyth, and co-facilitated with market expert, David Rumble, co-founder of The Knowledge Group.

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CCA is delighted to announce a new partnership with The Knowledge Group to showcase the strength and capabilities of suppliers within the BPO and outsourcing market.

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Artificial Intelligence (AI) is transforming the outsourcing landscape by enabling companies to automate and streamline their processes, making it easier to manage and optimize outsourced tasks. As AI technologies continue to advance, many businesses are

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Catch up on this short industry briefing session where CCA's CEO Anne Marie Forsyth will be sharing the findings from the analysis of 2020-2021, with a particular focus on future scenarios and conclusions to support you as you work towards building a robu

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The Outsourcing Playbook is about getting it right. Getting it right when we decide to deliver services using in-house resources and getting it right when we decide to deliver them in partnership with the private and third sectors.

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For this research, conducted in association with Annual Platinum Partners Invest Northern Ireland, and Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda

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News this week that Aegis, one of the world’s largest outsourcing businesses, is setting up a 2,500 strong contact centre in Glasgow, provoked a flurry of headlines declaring it a case of ‘coals to Newcastle.’ The phrase (alludin...

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When you are travelling, sometimes subtle shifts in the landscape creep up on you, while at other times a new feature on the horizon signals unequivocally that you have reached a new territory. I was thinking about that this week on my way back from ...

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This week has revealed more high street casualties with HMV and Blockbuster, together with disappointing results from M&S. There has been a deluge of reporting from all sorts of analysts, but one thing is becoming clear - a failure to act on what...

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