Latest Research

View & download our latest research articles & studies

 

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.

Learning Zone

One of the most valuable services CCA provides is collating, analysing and sharing information from across sectors, geographies and specialisms.

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

LEARNING ZONE SIGN-IN

Collaborative Working: Harnessing technology to improve collective agent activity

Technology has radically changed the way our customers communicate with us and their service expectations continue to increase. How are businesses using technology to communicate internally, and with customers, to keep up?
More Detail
 

The Future is Digital: Digital Transformation Benchmarking Report

This research aims to benchmark critical processes and strategies of digital transformation amongst a selected set of high profile organisations.
More Detail
 

Becoming digital - Are you ready?

Download this research to find out how digitisation of customer experiences can bring wide-ranging benefits to organisations.
More Detail
 

Digital Technology: Enabling organisations to improve customer experience

This latest research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience.
More Detail
 

Current Trends in Business Process Outsourcing

For this research, conducted in association with Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda.
More Detail
 

CCA Research Compendium 15/16

CCA Research Compendium is an essential reference source for customer contact professionals.
More Detail
 

Future Contact Centre Customer

What are the top customer service strategies to service the contact centre customer of the future?
More Detail