Marvin Humes will be gracing the stage at the CCA Gala Dinner and Excellence Awards Ceremony in Glasgow on 25th April 2024!
Marvin Humes will be gracing the stage at the CCA Gala Dinner and Excellence Awards Ceremony in Glasgow on 25th April 2024!
Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.
AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.
Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.
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.
Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.
This Whitepaper explains why you will need to rethink standard recording practices that were established long before AI-powered voice analytics were a possibility, empowering you to gain a competitive advantage and see the real benefits from a conversatio
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
Announcing the shortlist for the 2024 Excellence Awards!
With an illustrious 27-year tenure at Skipton Building Society, Claire Davey is the epitome of dedication to customer service excellence.
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.
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.
The CCA Best Practice Forum takes place on the first Tuesday of every month.
CalMac Ferries Limited, a shining example of how unwavering commitment can transform everyday challenges into opportunities for excellence.
HGS is the latest organisation to achieve CCA Global Accreditation for Customer Experience.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
In this virtual session, we share and discuss new research and benchmarking results from CCA's recent thought leadership programme.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
Download our free report today to see how you can begin building real connections in the relationship economy.
Remember when call centers were separate areas of your business with their own location, culture, and communication tools? Things sure have changed.
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