What's On

Latest news, insight & opinion from CCA

Signs of hope

It is good to end a busy week on a hopeful note, with fresh signs of a sincere commitment to rebuilding customer trust in sectors where trust had reached an all-time low and with the successful launch of our new MBA programme. Ian Peters, Managing...

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Turn off, tune in

If you have ever sat in the ‘quiet coach’ of a train you may have a sneaking admiration for Francoise Hollande’s decision to ban mobile phones from French cabinet meetings. With the French economy struggling, the President decided t...

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Wisdom in the crowd

As we head into Easter holiday weekend, one thing most of us are likely to experience is crowds, whether it is on the motorway, at the airport or the supermarket. The sight of a heaving mass of strangers between you and where you want to get to is...

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ss

The nostalgia of the twelve days of Christmas seems to have been replaced by the stampede of Black Friday and Cyber Monday. Many of us will have viewed the footage of shoppers scrambling to get their hands on merchandise with big brand retailers John...

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Einsten's legacy

Albert Einstein's definition of insanity – ‘Doing the same thing over and over and expecting different results’. To a greater or lesser extent, we all do it every day in our workplace, for different reasons and in different ways ...

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Tipping Point?

Some say you have to look back to look forward and as this year marks the 20th anniversary of CCA Convention, I’ve been taking a look back at 20 years of critical customer service topics we’ve addressed. Several factors emerge as peren...

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New transformers

This has been a hugely stimulating and busy week as senior customer service professionals from across the entire CCA network came together to exchange ideas on delivering transformational change in customer service. This week’s meetings incl...

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One of the most moving and shocking scenes on television news this week was surely that of the relatives of passengers from missing Malaysia Airlines flight 370, being forcibly removed from a press conference, screaming and crying. As the mystery ove...

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Information stakes

One of the most moving and shocking scenes on television news this week was surely that of the relatives of passengers from missing Malaysia Airlines flight 370, being forcibly removed from a press conference, screaming and crying. As the mystery ove...

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Internet of Lost Things

This week marked the 25th anniversary of the internet. We are living in the most ‘connected’ age ever. What could be better? The answer, apparently, is the next evolution of the worldwide web: the ‘Internet of Things’. In e...

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New talent contest

If you’ve felt like exploding with rage recently, be careful you don’t bring on a heart attack. New research by Harvard School of Public Health found that getting angry can increase your risk of suffering a heart attack or stroke by up to...

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Virtually human

If you watch the Oscars this weekend, look out for the Spike Jonze movie 'Her' for a vision of what could be the ultimate customer service of the future, with technology trumping humans at knowing what we want and delivering it faultlessly every time...

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Going for a gold standard

To the untrained eye watching the Winter Olympics in Sochi, some sporting events appear more complex, more tactical or more skillful than others, prompting debate over whether some gold medals are harder won than others. A common joke is that the ...

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Attracting and retaining top talent

Today’s media reports record employment figures and there are now more women working than at any time previously in the UK. Unemployment has fallen by 125,000 to 7.2% which is close to the figure quoted by Mike Carney as his trigger to look at ...

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Destination Frustration

This week’s announcement that a two-day London tube strike planned for this week has been called off prompted widespread relief in sharp contrast to last week when a 48-hour strike provoked sighs of frustration. I was among the millions of c...

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Time to 'Lean In'?

A recurrent theme throughout the body of CCA research is a persistent gap between boardroom rhetoric on the importance of listening to the voice of the customer and the reality, which is that customers’ views are often poorly understood or igno...

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Tackling Trust

Some say trust is like a mirror, you can fix it if it breaks, but you’ll still see the cracks. Personally, I think that is too downbeat a view, particularly following the frank discussions we had this week at Industry Council on regaining custo...

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Immortal memory and abiding wisdom

You don’t have to be Scottish to celebrate the beauty and the wisdom inherent within the writings of Robert Burns. Tomorrow, people worldwide will toast the immortal memory of a man whose words still resonate 225 years after his birth. They...

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Right thinking leads to rightshoring

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 hell freezes over

Sometimes a single image powerfully sums up an extraordinary situation in an uniquely memorable way - this week it was a picture of an ice-encrusted sign at the entrance to the tiny snowbound hamlet of Hell in Michigan state. With North America in th...

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