At the heart of England's strategic road network, National Highways Operations Contact Centre plays a crucial role in ensuring that millions of journeys are safer, smoother, and more reliable every day.
What's On
Latest news, insight & opinion from CCA
CCA's events programme offers the latest case studies, research and expert insight to support customer service excellence.
What if the secret to skyrocketing profits and satisfied customers lies in a metric that most businesses barely even measure? Employee happiness.
When it comes to agent soft skills, there are some hard truths that contact center leaders must learn. The first hard truth is that soft skills make a huge impact on customer satisfaction and cannot be ignored. Time spent on improving agent soft skills is
NICE* has been named a Gartner© Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision. We believe this reflects the strengths of CXone as a unified interaction-
Unified suites are the future of CX
A look at the science behind deliberately courting controversy
We're behavioural scientists, here to show you how psychology can give you the answers to making smarter decisions in your life, career and business.
ESB Networks first achieved CCA Global Accreditation for Customer Experience© in 2007 - a prestigious benchmark that underscores its commitment to best-in-class customer care.
Why knowledge? The consumer has spoken
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
In a world where competitive advantage based on products, and even operational efficiencies,, has eroded, businesses look at customer engagement as the only true differentiator.
The guide offers insights into combating fraud across all channels and sectors, highlighting the importance of safeguarding contact centres to protect organisations and their customers.
In this report, find out why Ventrica was named as a major contender by Everest Group, and what that means for the business.
Emotive CX Specialist Ventrica achieves 'Major Contender' position in the prestigious Everest Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2024
CCA PARTNERSPEAK Matrix assessments provide the analysis and insights enterprises need to make critical selection decisions about global top tech and tech services providers, top locations, best-in-class products, and best-in-class solutions.
At the heart of England's strategic road network, National Highways Operations Contact Centre plays a crucial role in ensuring that millions of journeys are safer, smoother, and more reliable every day.
CCA Women in Leadership Network - Navigating Imposter Syndrome and Embracing Authentic Leadership
CCA PARTNERSWith International Women's Day approaching, the latest CCA Women in Leadership Forum provided a timely and thought-provoking discussion on imposter syndrome, its impact on women in leadership, and strategies to build confidence and authenticity.
NHSBSA has been at the forefront of delivering exceptional customer experience and business services across the UK's health and social care system. Since achieving CCA Global Accreditation for Customer Experience© in 2019, NHSBSA has continually demonstr
NHSBSA's Learning and Development approach is designed to empower its workforce with the skills, knowledge, and resources needed to deliver outstanding service.
CCA's newly formed Digital Transformation Forum brought together industry leaders to explore the evolving landscape of digital transformation, AI adoption, and customer experience. The session set the stage for thought-provoking discussions, fostering col
CCA's recently launched Digital Transformation Forum brings together industry leaders to explore the evolving landscape of digital transformation, AI adoption, and customer experience.
A valued member of CCA since 2004, Scottish Widows continues to set the standard for service excellence.
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