Our latest annual compendium is a summary of the research conducted throughout 2015. It offers the latest views, opinions and trends on topical issues to support your transformational objectives. Topics and issues covered include 'digital innovations in the contact centre', 'motivating millenials', 'agent recruitment in the digital age' as well as an executive summary focusing on 'the painful truth about transition'.
We are a critical conduit for intelligence gathering and debate and committed to advancing and expanding our understanding of customer contact service operations and strategies.
Our unrivalled access to executives from global brands spanning a wide range of industry sectors, ensures our research benefits from a collaborative approach and produces unbiased and succinct outputs.
The Compendium is free to download for all CCA members. If you do not have a current subscription, then please get in touch.
CCA Compendium 2014/2015 - Download
CCA Compendium 2013/2014 - Download
CCA Compendium 2012/2013 - Download
We are a critical conduit for intelligence gathering and debate and we are committed to advancing and expanding our understanding of customer contact and service operations and strategies.
For more information on CCA Research Institute please get in touch.