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.
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 2016 .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