For those seeking guidance and care during challenging times, NHS 24 remains a trusted lifeline. This commitment to service excellence has once again been recognised, with NHS 24 achieving CCA Global Accreditation for Customer Experience© since their fir
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CCA is delighted to announce a new partnership with The Knowledge Group to showcase the strength and capabilities of suppliers within the BPO and outsourcing market.
The latest CCA CEO Industry Council Forum session took place at the Gherkin in London in association with partners HP Poly.
In this broadcast, hosted by CCA CEO, Anne Marie Forsyth with leading expert Matthew Addison, Chief Revenue Officer at Smartnumbers, we explored the challenging landscape of fraud and how it's being presented in the contact centre environment.
Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.
AI drives positive CX transformation, but businesses must look beyond the hype to identify the real value of AI. This webinar will focus on real-world insight and share AI best-practice use cases to explore the power to positively transform business opera
This is of course the strapline used by leading entertainment company Sky, providing a focus for them in content creativity, customer, employee and stakeholder engagement. It was certainly visible at our final 2016 CCA leadership forum on Wednesday, ...
I've lost count of the number of commentators in our industry who have bemoaned the lack of customer service offered by budget airlines. Few conference programmes are complete without a debate about customer experience in this sector. Negative impres...
Hidden within the glittering razzamatazz of the Oscars in LA last weekend was an unexpected gem; 'The Phone Call' winner of the best live action short film. Mat Kirby and James Lucas's film tells the story of Heather, a crisis call centre worker,...
Perhaps David Cameron's reticence to share a platform with other politicians in the 'countdown to Number 10' televised debates is informed by the famous phrase from Mahatma Gandhi "speak only if it improves the silence". The stakes are h...
Battling with business has become a curse of our time, and many of us now spend the equivalent of a day a week simply managing our online lives. Unwelcome intrusions in the form of cold calls or spam can test the patience of even the most temperate a...
On the same day I started to review the widely reported EE plan to charge customers 50p to 'queue jump' (read article here) I foolishly lost my iPhone- yes you've guessed powered by EE. What a chance to try the service, having recently changed provid...
You might not know Pharrell Williams’ name but you’re very likely to have heard his song ‘Happy’ which is the most played song on the radio for 2014 so far. It has proved so universally catchy that the United Nations made...
If you were in any doubt that the economy is improving, confidence is growing and people are on the move again, you only have to look at a surge in the numbers of people seeking passports and the UK Passport Office’s hapless efforts to deal wit...
This week saw the 40th anniversary of the first call from a mobile phone made by Martin Cooper in 1973 whilst he was General Manager at Motorola. Four decades on, the global telecoms industry is now worth around £800bn – much of the ...
After years of waiting, the official opening of the London Olympics 2012 is upon us. Years of planning, organisation and, I’m sure, lots of blood, sweat and tears have come together for what promises to be a ‘once in a lifetime’ ex...
Great customer experience session in London in the beautiful Gallup offices, overlooking the Thames. An incredibly busy day with the launch of our bi-annual benchmarking results. The great news is that the average c-sat measure for the group has gone...
We introduced a new membership service in January called “CCA Wake Up Calls”, giving us the opportunity to engage with our members in a series of short, sharp and informative online sessions. For January we focussed on motivation and l...
The availability of mobile communications and social media has certainly helped focus the events in Egypt as large numbers of people seek a voice and the organisation of such mass scale demonstrations would perhaps not have been as effective without ...
A quote from Convention in November really made me think: "there are no nice calls left". As more and more is being managed via self-service, what is often left is the difficult and complex customer interactions. This theme was played o...
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