At the heart of England's strategic road network, National Highways Operations Contact Centre plays a crucial role in ensuring that millions of journeys are safer, smoother, and more reliable every day.
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Latest news, insight & opinion from CCA
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What if the secret to skyrocketing profits and satisfied customers lies in a metric that most businesses barely even measure? Employee happiness.
When it comes to agent soft skills, there are some hard truths that contact center leaders must learn. The first hard truth is that soft skills make a huge impact on customer satisfaction and cannot be ignored. Time spent on improving agent soft skills is
NICE* has been named a Gartner© Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision. We believe this reflects the strengths of CXone as a unified interaction-
Why knowledge? The consumer has spoken
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
In a world where competitive advantage based on products, and even operational efficiencies,, has eroded, businesses look at customer engagement as the only true differentiator.
The guide offers insights into combating fraud across all channels and sectors, highlighting the importance of safeguarding contact centres to protect organisations and their customers.
In this report, find out why Ventrica was named as a major contender by Everest Group, and what that means for the business.
The Big Trends
It's no coincidence that the most successful products and services are often associated with the strongest brands.
It's no coincidence that the most successful products and services are often associated with the strongest brands.
CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
Artificial Intelligence (AI) is transforming the outsourcing landscape by enabling companies to automate and streamline their processes, making it easier to manage and optimize outsourced tasks. As AI technologies continue to advance, many businesses are
'89% of businesses compete primarily on the basis of customer experience (CX). 73% of consumers say that CX is a deciding factor when making purchase decisions. 42% of customers would not mind paying more when offered a warm and friendly customer experien
8 Best Practices for Success
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In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
Share your views in this new piece of research!
These insights can equip leaders - organisationally and globally - to make purposeful decisions based on how employees are truly feeling
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