Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other.

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The CCA Best Practice Forum takes place on the first Tuesday of every month.

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The fireworks finale marking the end of the Edinburgh Festival is a sure sign that summer is over and time to get back to the day job. With over 3000 acts on offer it would be difficult not to find something of interest, a feat of organisation reflec...

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The old Dutch saying ‘Trust comes on foot but leaves on horseback’ has a distinct resonance this week following widespread media reports of a lack of transparency in the energy switching companies. Big Deal, itself an energy switching ...

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You don’t have to be Scottish to celebrate the beauty and the wisdom inherent within the writings of Robert Burns. Tomorrow, people worldwide will toast the immortal memory of a man whose words still resonate 225 years after his birth. They...

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The opening of the new £189 million Birmingham Library this week showcased a great example of a successful marriage between old school ways of learning and the new digital world. It houses one million books alongside digital information screens...

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Had great meetings this week in London with two of our larger outsourcing members - Careline Services and The Listening Company which were quickly followed by a visit to the Treasury office who are discussing with us their Digital Strategy for delive...

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