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Latest news, insight & opinion from CCA
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A collaborative project using a close network of leading private and public sector brands, this report draws together insights from research captured and analysed since the beginning of the pandemic along with key market intelligence to produce critical l
Employee wellbeing is the main concern for 95% of respondents to a new survey conducted by CCA on future working models.
Over 89% of customer service leaders in the UK have seen an increase in support volumes across digital channels like email, live-chat & messaging, social media and website.
Leading the charge in CX innovation
Last week seems like a year ago, and things that seemed unimaginable only a month ago are now part of our normal daily lives
CCA are conducting new research for 2020, in association with Platinum partners Twilio. The research seeks to understand how working patterns, technology and CX journeys are likely to evolve over the next twelve months, and what new challenges will emerge
New research launched today - The Futre of Work and Automation in CX
How do we cope in such uncertain times?
Complaints management can feel like a perennial problem - but moving customers from complaints to advocacy is within our power
CCA outlines new research on how organisations can plan for the future and make the critical decisions that will ensure their continued relevance and also maximise on any opportunities that arise as a result.
Top ten things to take away from our Summer Convention, Inspire Live, and Networking Dinner
In 2019 we stand at a tipping point for customer experience with triggers including globalisation, digital growth, regulatory compliance and a changing economy all contributing to demands for transformation.
Have you taken part in Januaryâ?Ts Member Opinion Poll? This month weâ?Tre looking at Brexit â?' tell us what YOU think â?' itâ?Tll only take 2 minutes!
Amid a drive for automation and efficiency in contact centres, it is heartening to see examples of organisations that value the importance of the human voice when it comes to dealing with customers in distress. The latest TV ad from insurance compan...
The banking sector has struggled to restore public trust in the wake of financial scandals but encouraging signs are emerging of radical changes in corporate culture at the highest level, designed to rebuild trust at the front line in customer servic...
Unbelievably we are now in our 18th year of hosting and assembling the CCA Convention! This maturing is a reflection of the developments in the contact centre industry itself - we have the experience and knowledge which comes with ‘adulthood...
2011 has been a turbulent year across the globe with raft of historically significant events unfolding before our eyes. From the birth of the Arab Spring and eurozone financial crisis to the London riots and Japanese earthquake, there have been dra...
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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