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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.

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Business process outsourcing (BPO) has played a critical role in supporting organisations through the economic downturn and a maturity has now emerged in many partner relationships. In addition, CCA has seen an increase in enquiries in the capacity and competency about BPO providers in the last 6 months and we are looking to support any strategic business decisions for organisations to best source their customer service offering.

It is estimated that around 15-20% of customer service activity is currently outsourced however this figure has remained relatively static for a number of years now. That poses the question, if it works for some why doesnâ?Tt it work for more? With increasing customer expectations around mobile and digital service, an opportunity exists for the BPO and outsourcing market to showcase capabilities and expertise.

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.

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?
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Becoming digital - Are you ready?

Download this research to find out how digitisation of customer experiences can bring wide-ranging benefits to organisations.
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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.
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CCA Research Compendium 15/16

CCA Research Compendium is an essential reference source for customer contact professionals.
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Future Contact Centre Customer

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