In this session we unveil the details of CCA's new membership programme for 2025. Find out how we can support you improve your customer service and CX proposition.

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Join this upcoming webinar on 25 October at 11am where we will unveil the details of CCA's new membership programme for 2025.

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CCA 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.

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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.

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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

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Front and centre regardless of the topic, is how can we best respond to customers and how can we best support our teams. Most businesses are continuing to be impacted by the tight labour market which is having a direct effect on how service is resourced.

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Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and use the insights to help create and improve customer experience.

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CCA is delighted to announce the companies and individuals shortlisted for 2022's prestigious Excellence Awards.

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It has been a while since the press have focused on a generic call centre debate so it was interesting to see the coverage over the weekend of Which?’s latest consumer research which states that the UK’s biggest gripe is overseas call cen...

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It's been quite a week for lovers of economics, with the first budget from a new Government, together with the ongoing drama surrounding the future of Greece and that awful phrase 'Grexit'. Balancing the books, whilst being seen to act humanely poses...

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This week's blog has been penned by Liz Barclay, broadcaster and writer specialising in consumer business issues and personal finance. She is a communications trainer and coach and works with a variety of businesses in finance, health and public sec...

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'Success in business is all about people, people, people. Whatever industry a company is in, its employees are its biggest competitive advantage'. I came across this quote from Richard Branson in a Linkedin post this week, a timely reminder as t...

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Millions of space enthusiasts have been tracking the progress of the robotic comet probe Philae, which apparently resembles a dishwasher, making an historic but awkward landing last Wednesday. Over the weekend it went into hibernation with a closing ...

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This week's blog has been penned by Liz Barclay, broadcaster and writer specialising in consumer business issues and personal finance. She is a communications trainer and coach and works with a variety of businesses in finance, health and public sec...

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The old Dutch saying ‘Trust comes on foot but leaves on horseback’ has a distinct resonance this week following widespread media reports of a lack of transparency in the energy switching companies. Big Deal, itself an energy switching ...

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Battling with business has become a curse of our time, and many of us now spend the equivalent of a day a week simply managing our online lives. Unwelcome intrusions in the form of cold calls or spam can test the patience of even the most temperate a...

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Here’s a summer challenge for those of you with good memories (and maybe a few grey hairs) - cast your mind back 20 years ago and see if you can recall the summer of 1994 (and no cracks about if you can remember it, you weren’t there!). ...

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If you’ve felt like exploding with rage recently, be careful you don’t bring on a heart attack. New research by Harvard School of Public Health found that getting angry can increase your risk of suffering a heart attack or stroke by up to...

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I hope you all had a Happy Halloween, steered clear of the ghouls and ghosties and enjoyed more treats than tricks. Autumn is a season of change, when shadows at dusk can trick you into thinking that something you glimpse on the horizon is someth...

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The controversial issue of cold calls and nuisance calls is rising up the political agenda as Liberal Democrat MP Mike Crockart has launched a Private Members’ Bill to tackle the issue. I joined him and consumer group ‘Which’ this w...

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