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Marvin Humes will be gracing the stage at the CCA Gala Dinner and Excellence Awards Ceremony in Glasgow on 25th April 2024!
What's On
Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
We recently had the privilege of speaking with Shona Goodlad, Head of Customer Service at Sky Business, about driving service innovation. Sky Business is the B2B division of entertainment outlet Sky TV, focusing on partnerships with hotels, pubs, retail s
Why it's time to look inwards and unlock the potential of your #1 asset
Contact centre advisors have the most monitored, scrutinised and analysed role that exists probably anywhere in the world.
What is the secret to customer loyalty? The answer straight from ~50,000 'horses' mouths' (consumers, that is), per a massive survey conducted by Corporate Executive Board, was: Make it easy to get service. In other words, reduce their effort.
FAQs and legacy 'knowledge management' donâ?Tt cut it anymore
Building top-notch customer care is priority #1.
In the latest in our series looking at the future of outsourcing, Webhelp's Managing Director (Customer Solutions) Mark Guest looks at the growing need for commercial certainty as organisations consider the merits of outsourcing critical operations.
Identified as a partner with the necessary skills, flexibility and experience to help Yodel reach their customer experience (CX) goals, our partnership began in 2015 and focused on Yodel's strategic objective to improve their client/customer relationships
In our recent white paper, Gobeyond Partners, part of the Webhelp group, look at how companies unwittingly prevent their customers from embracing digital adoption, and what they can do to ensure they're not standing in their way.
With huge advances in the tools and methods available to analyse unstructured customer data, Vanessa Flather takes us through the wealth of untapped insight to be gained from Voice of the Customer (VoC) feedback.
As the world reopens we must move away from the ways of working of the past and embrace the opportunities of the future, thereby truly gaining the benefits of hybrid working. Gobeyond Partners, part of the Webhelp group, share their views on the workplace
Webhelp's proprietary machine translation solution equips advisors to deliver high-quality CX with up to +35 NPS improvement and up to 50% optimized performance
As the pandemic disrupts established offshoring locations in Asia Pacific, global brands are assessing and ramping up alternative offshore sourcing locations within Africa. The C-suite recognize that the continent offers a clear route to maximizing busine
People empowerment is a significant factor in modern workplace culture, and this has come into even sharper focus in a post-pandemic workplace. Here, Gobeyond Partners, part of the Webhelp group, look at the steps required to create an empowering culture
Is your firm actively making vulnerable customers' lives worse?
How can companies improve the way they recognise, record and respond to vulnerable customers in the face of looming global financial hardship?
Embedding an award-winning vulnerability strategy supporting colleagues to support customers
CCA PARTNERSIn this session, we hear from the award-winning team at Scottish Widows who won the CCA Excellence Award for Best Vulnerability Strategy 2021. Described by the judging panel as, 'clear passion coming through about helping vulnerable customers and adjustin
Everyone deserves to give and receive recognition regardless of job title, tenure or function. Recognise your Heroes today!
Since February this year, led by CCA Visionaries, we have been working with more than 50 of the leading service and CX brands across the UK & Ireland with programme partners HGS and Oracle, to explore different future scenarios to anticipate what service
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