The importance of vulnerability and safeguarding of employees in the workplace cannot be overstated. It nurtures a supportive environment that promotes mental well-being, productivity, and overall organisational success.
What's On
Latest news, insight & opinion from CCA
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CCA Leaders' Summit, hosted at the NatWest Gogarburn Conference Centre in Edinburgh on 22nd February 2024, brought together over 150 senior executives to delve into the theme, 'The future of AI is human.'
Gone are the days when contact center agents are 'optimized.' Now, it's all about what we can do to make them 'engaged' - and rightly so.
AI for CX For Dummies, NICE Special Edition, explores powerful AI to incorporate into your business's strategy, enabling you to deliver exceptional customer experience (CX) with ease.
Since 1900, the UK has seen 9 recessions while US has waded through 23. Since the end of World War II, there have been 4 global recessions. And we're currently in the middle of another drastic economic downturn. If there was ever a need for good leadershi
Following the disruptions and developments of the last 12 months, CX practitioners are now looking to understand the key trends and technologies that will influence their work in 2024.
With a decade-long commitment to CCA Global Accreditation for Customer Experience© since 2010, EQ has not only positioned themselves as a major player in the industry but has also earned well-deserved accolades for their dedication to excellence.
CCA Global to Host Influential Dinner in Edinburgh on the Future of Outsourcing, Technology and Customer Service
CCA PARTNERSCCA Global, a leading authority in customer service and experience, is set to co-host a major event alongside The Knowledge Group (tkg), in Edinburgh on 21 February, focused on the future of outsourcing, technology, and customer service.
Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.
This Whitepaper explains why you will need to rethink standard recording practices that were established long before AI-powered voice analytics were a possibility, empowering you to gain a competitive advantage and see the real benefits from a conversatio
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Legal & General Annuities' consistent success in the CCA Global Accreditation© assessments and their impressive array of awards highlight the team's commitment to delivering exceptional customer experiences.
Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other. We will continue these conversations and hosted the first f
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National Highways, the government company responsible for England's motorways and major A-roads, has earned CCA Global Accreditation for Customer Experience© for an impressive 15 consecutive years!
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.
Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other.
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.
Announcing the shortlist for the 2024 Excellence Awards!
NHS Business Services Authority (NHS BSA) is awarded the prestigious CCA Global Accreditation for Customer Experience© for the 5th year running.
In the dynamic world of motoring services, the UK's Driver and Vehicle Licensing Agency (DVLA) has emerged as a beacon of excellence for its steadfast commitment to CCA Global Standard Accreditation for Customer Experience©.
As we work our way through the evolving landscape of talent acquisition, understanding how organisations strategically choose candidates becomes essential for success.
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