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Making informed decisions about the strategic direction of your service operation is a challenging and often daunting task.  Our research projects are designed to offer views, opinions and trends on topical issues to support your transformational objectives.

One of the most valuable services CCA provides is collating, analysing and sharing information from across sectors, geographies and specialisms.  We are a critical conduit for intelligence gathering and debate and committed to advancing and expanding understanding of customer contact and service operations and strategies.

The research outputs we generate are in collaboration with many of our members and benefit greatly from the collective wisdom of our expert networks: Industry Council; Customer Experience Network; BPO Council and supplier network; all of whom helped get to the heart of issues impacting on customer contact and service operations.

A wide-range of reports, factsheets, and insights are freely available in our member only section of the site. 

New reports just launched

Agent Behaviours that Score Highest - Convergys.pdf Download

Big Data 03 Feb 16.pdf Download

Capita Intelligence Report - Mar 2017.pdf Download

CCA Compendium 2016.pdf Download

CCA Current Trends in BPO Report.pdf Download

CCA Future Recruitment Report FINAL Oct 2015 v2.pdf Download

CCA Industry Council Top 20.pdf Download

CCA Kura - Future Contact Centre Customer Report .pdf Download

CCA Kura Infographic .PDF Download

CCA Plantornics Collaborative Working Infographic.pdf Download

CCA Plantronics Collaborative Working Report.pdf Download

Digital Technology Infographic - August 2016_ID.pdf Download

Digital Technology Report .pdf Download

Digital Transformation Infographic Final.pdf Download

The Future of Customer Service - Infographic.pdf Download

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