Survey now live! Please click here to complete. Within the arena of customer experience there is considerable division over whether we must delight customers or reduce the effort associated with resolving an enquiry or transaction. It has convincing...
This long weekend sees the Queen celebrate 60 years on the throne and here at CCA we have our own reasons to put up the bunting and crack open the champers. At the close of last week we launched our brand spanking new website which we believe will ...
“I'm not a Luddite; I don't rage against the machine; and I've always argued that the digital age is making life better in almost every way. But there are some things even in the 21st century that humans still do better than robots” . Th...
This week CCA have had another packed week of events, workshops and research releases all aimed at supporting best practice and knowledge sharing across the contact centre industry. The second of a two part Social Media Masterclass was held in G...
This week we held the first meeting of a new industry-wide initiative aimed at identifying ‘what does good look like?’ across a number of core business areas – this first session focused on organisational design and business struct...
This week saw the delivery of a speech as part of the annual Today Programme Lecture by the governor of the Bank of England Sir Mervyn King within which he renewed the push for bank reform. He blamed a collective failure of imagination to foresee iss...
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...
I took part in a live discussion on BBC Radio 4’s ‘You and Yours’ programme following the launch of findings from a new study launched by the Institution of Occupational Safety and Health (IOSH) which reports that one in four employ...
The CCA team have been working hard to develop the most relevant and forward-looking agenda for attendees at the 2012 Convention. Reflecting on the issues facing consumers, there is clear lack of trust in the companies, institutions and brands they t...
Tablet sales are set to overtake sales of traditional desktop pcs by 2015, with the industry set to become a $100bn plus market . Smartphone penetration also continues to increase and stands at around 40% in the UK and Western Europe. Whilst avoid...
In our last monthly poll to the thirty two leading brands who make up our Industry Council, 80% of respondents agreed that their organisation understood the link between customer experience and organisational performance. This indicates a positive...
Last week saw the launch of the most recent quarterly energy complaints data compiled by Consumer Focus. This reported that during the last three months of 2011, complaints about the Big Six energy firms fell by 4%. It means that the level of complai...
This week I presented new research conducted by CCA and Sabio regarding the customer service challenges for 2012 at an excellent Sabio and Avaya event which took place at the Royal Albert Hall. Attending the event were around 80 delegates from a wid...
This blog rounds up another packed week of events in the CCA calendar. On Tuesday I chaired an Inside Government event in London. It was a content rich day which emphasised the influence of the digital world on public service provision. This week als...
On Tuesday, I had the great pleasure of presenting at an event focused on South Africa co-organised by the dti South Africa and Teleperformance. The event probed trends around South Africa as a location for offshored services and more broadly looked ...
It has been a very busy couple of weeks packed with showcasing the successes of many of our member organisations. I attended the launch of the newest ‘Virgin Money Lounge’ in Manchester last week hosted by Chief Executive, Jayne-Anne Gadh...
The term ‘knowledge worker’ has been problematised in many ways and much of this relates to the overuse and sometimes misuse of the term. In some instances, it is narrowly used to describe those working in the ‘knowledge economy&rsq...
Youth unemployment led the agenda at Scotland's National Economic Forum whcih I was invited to participate in this Wednesday in Edinburgh. The forum offered the opportunity to discuss the new youth unemployment strategy and announced the appointment ...
O wad some Power the giftie gie us To see oursels as ithers see us![1 ]O would some Power the gift to give us To see ourselves as others see us! These words written almost 250 years ago by the poet Robert Burns still have enormous relevance fo...
This week began rather inauspiciously with Blue Monday – proclaimed pseudo-scientifically to be the most depressing day of the year with the heady combination of bad weather, darkness, debt, New Year resolution failure and low motivation leve...
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