'89% of businesses compete primarily on the basis of customer experience (CX). 73% of consumers say that CX is a deciding factor when making purchase decisions. 42% of customers would not mind paying more when offered a warm and friendly customer experien
Join us for our next best practice forum on 8th Aug as we discuss this hot topic.
8 Best Practices for Success
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In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
Save the date! Secure your place now for the latest CCA Leaders' Summit
Maximising profitability through power of the contact centre
Definition, Purpose & Examples
In this session we're joined by Emma Krygier from FCA who will be explaining the key considerations on the upcoming Consumer Duty regulation.
Exploring Robotic Process Automation (RPA)
CCA Global, the leading independent authority and partner of choice for leaders in customer service and experience, launches its Excellence Awards programme for 2024.
In this broadcast, hosted by CCA CEO, Anne Marie Forsyth with leading expert Matthew Addison, Chief Revenue Officer at Smartnumbers, we explored the challenging landscape of fraud and how it's being presented in the contact centre environment.
Helping employees perform well is important. Employees need to understand what's expected of them so that they are motivated, have the skills, resources and support they need to succeed.
Well done to DVSA on collecting their Silver Award for more than 10 years of continual accreditation to CCA Global Standard for Customer Experience
Updates from the CCA Leaders' Summit of 2023, hosted by Gallup at The Shard, London.
Fight fraud, not customers: A conversation on securing contact centres with CCA Global & Smartnumbers
Webchat is a growing method of contact that helps assist customers with more general or day-to-day questions, and allows more complex questions and inquiries to be handled on a more personal basis.
CCA members have the opportunity to join this event for free!
Share your views in this new piece of research!
Join us on Friday 2nd June and enjoy the conversation over a cup of coffee!
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