This week saw the news that EDF Energy is to cut its typical gas bill for UK domestic customers by 5%, from February[1]. Late in 2011 it was reported that complaints to the company had risen by 91% in a year[2] and an annual customer satisfaction sur...
In the quest for business vitality in 2012, knowledge is most certainly power. It is easy to merely fire fight when horizons are reduced by the macro-environmental changes relating to technological advances, globalisation or significant economic pr...
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...
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MERRY CHRISTMAS TO ALL OUR MEMBERS! We would like to take this opportunity to wish all our members a very Merry Christmas and hope that you all have a relaxing holiday period. We would like to thank you all for your invaluable participation an...
Tennessee Williams said “The future is called ‘perhaps’, which is the only possible thing to call the future. And the only important thing is not to allow that to scare you”[1]. In the current climate of fiscal insecurity, ho...
A report published by Lloyd’s this week based on a global survey of 500 business leaders found that losing customers and not being able to recruit the right level of ‘talent’ were the two main worries faced by employers today. Lloyd...
This week, maintaining the theme of capitalising on the good feeling from convention 2011, I want to highlight the importance of recognising the achievements of those working in our sector. Back in January of this year we released our CCA Research ...
At CCA Convention 2011 Dave Carroll sang us a song that brought a tear to the eye. As he sings in Everyday Heroes,”there’s a hero racing to help a stranger today”. In a rapidly transforming world, there are many unsung heroes who...
The theme for CCA Convention 2011 is Connected Customer - but what does it actually mean? One of the biggest changes for organisations to deal with is the reality that relationships are becoming less one-to-one and more one-to-many. For some ne...
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...
Another jam-packed day of meetings yesterday that began with CCA Supplier Council discussing how suppliers can create better partnerships with inhouse and BPO providers to offer an improved experience for customers. Fascinating input from The Cabine...
Twitter HQ goes to Ireland but tweets are alive and kicking in the highlands and islands of Scotland. Highlands and Islands Enterprise hosted a forum today in Inverness with Guy Stephens facilitating a round table discussion on social media. G...
Can organisations use their contact centres to rebuild trust with customers, and critically help retain and grow business? Yes is the resounding answer according to our Industry Council leadership forum who met last week. The group concluded tha...
Towards Transparency - A shift in customer communications CCA 2011© I am really excited to be at CloudForce today - what a buzz.. I think my message is about joined up communications rather than battling over silos - easier said than done whe...
Great customer experience session in London in the beautiful Gallup offices, overlooking the Thames. An incredibly busy day with the launch of our bi-annual benchmarking results. The great news is that the average c-sat measure for the group has gone...
I had a really interesting discussion this morning with Gary Ennis of NS Design who is working with us on a number of social media initiatives in the run up to his session at this year's Convention. One thing that crossed my mind was, have we come f...
In tougher times, complaints rise – however the ability to differentiate service through successful resolution also rises. On the flip side we have increased risk factors – stressed staff, regulation, a hungry media and a culture of liti...
Too much data - too little insight? Unlocking customer insight was the theme of our Customer Experience Council dinner in London on Wednesday night this week. Hosted by David Parcell, MD at Verint, the discussion was extremely lively with lots of di...
Yesterday I was invited to join the debate on the Jeremy Vine show on BBC Radio 2 talking about that old chestnut – offshoring to India. A new twist to the debate, however, was that the cost differential is no longer the biggest factor as the ...
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