This summer we're rewinding the clock to celebrate the stories, milestones and brilliant people who've been inspirational in shaping customer service and CX.
This summer we're rewinding the clock to celebrate the stories, milestones and brilliant people who've been inspirational in shaping customer service and CX.
This summer we're rewinding the clock to celebrate the stories, milestones and brilliant people who've been inspirational in shaping customer service and CX.
The session explored key distinctions between process monitoring and outcome testing, the role of risk ownership, the integration of AI and automation, and how to meaningfully report results to drive cultural and operational change.
Curated resources to inspire, energise, and prepare you for ther next season of customer leadership
In this Future of Work Forum we explored opportunities for building a culture that cares with contributions from award winning Coventry Building Society, expert insights from NHS Business Services Authority, RAC and The Very Group and from partners QStory
As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.
Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.
Across sectors, leaders are navigating extraordinary pressures - from economic uncertainty and talent shortages to shifting regulatory landscapes and the seismic impact of AI. And yet, what emerged from our conversations wasn't a sense of overwhelm, but o
In today�?Ts increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function�?'it is a critical pillar of performance, customer satisfaction, and continuous improvement.
This report explores the impact of artificial intelligence (AI), technology-driven customer service models, economic challenges, regulatory pressures, and the enduring role of human advisors in an AI-centric future.
Embracing digital channels requires more than just technology - it demands thoughtful integration, continuous performance measurement, and a keen understanding of both advisor and customer needs.
As AI and digital innovation continue to redefine the customer service landscape, this year's Summit programme poses the vital question - Is AI a revolutionary partner reshaping our industry, or an evolutionary tool enhancing human connection?
This CCA Research Council report explores how the rapid evolution of AI, automation, and digital technologies has created a transformative shift in customer service operations.
This Coffee Club session titled �?oExploring Best Practices for Effective Measurement�?� brought together customer service leaders to exchange ideas and strategies around service metrics, agent performance, and the integration of technology into measureme
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.
The discussion focused on strategies for managing performance in hybrid and remote settings, engagement techniques, the role of data insights, and the impact of digital technologies like AI on the future of performance management. T
As we close out 2024, we want to take a moment to reflect on what has been an extraordinary year for the CCA Global community.
Leading brands across all sectors, private and public, acknowledged the need to work together to ensure service is not compromised during the period of transition to a more digital and automated world.
This summary details key insights from CCA Coffee Club, a monthly forum where senior customer service leaders meet to discuss the issues top of mind, over a cup of coffee.
In this session we unveil the details of CCA's new membership programme for 2025
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