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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Latest news, insight & opinion from CCA
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How can we experiment with the unknown to navigate through periods of change?
Supporting CCA's vision to achieve industry-wide excellence in customer service
Sometimes the definition of 'key' is problematic; one person's key is another person's optional
Lenny knows making any kind of change requires original thinking, skill and initiative. If we really want change, we all need to get involved and bring the very best of ourselves to the challenges we face.
We accept incredible intrusions into every aspect of our lives, actively and passively by pressing 'I agree' to just about anything
The most popular questions asked by delegates at CCA Annual Convention 2019
Why is it important to companies like Police Scotland, TTEC, Scottish Widow, Oracle, Twilio, Sensée, Poly, SGN and more to be part of the CCA network? Hear from some of the UK's leading CX professionals interviewed recently about what working with CCA me
Top ten things to take away from our Summer Convention, Inspire Live, and Networking Dinner
CCA are delighted to announce the chosen charity for 2019's Gala Dinner and Excellence Awards Ceremony: Macmillan Cancer Support
Highlights from our C-Suite debate at CCA Convention featuring Anne Marie Forsyth, CCA; Alison Varney, Sky; Jill Waters, NS&I; Ian Craig, Nationwide; Greg Reed, HomeServe
As the manager of Scotlandâ?Ts first national football team to qualify for the World Cup Finals this century. Shelley Kerr knows what it takes to build a world-class team.
The rise of multi-channel customer contact puts an onus on all of us to identify and deploy the best technologies out there to help us do our jobs better and keep our increasingly demanding customers happy. Sounds simple, doesn’t it ? We all...
'Mostly value is understood when we lose something' The subject of how we value customer service in contact centres is in some ways an old chestnut, however the debate has reemerged with vigour recently. Most people I speak to agree that we don't p...
Hope you have been enjoying the 50 day countdown to Convention and found the daily fact interesting. We have had lots of good feedback and a few requests to have all 50 facts put onto a set of slides for use in the contact centre. If anyone else wo...
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