Latest Research

View & download our latest research articles & studies


CCA Research Compendium 15/16

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

2016 was the busiest year ever in the history of CCA, with a packed events agenda around UK and Ireland, an extensive research and benchmarking programme and the interest in the new CCA Global Standard© reaching record levels with the launch of our new CCA StrengthFinder.

Our global reach continues to expand with a popular educational webinar series allowing teams of professionals globally to take part and keep up to date with the latest insights from experts in customer service.

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

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

Future Contact Centre Customer

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