U.K. retail giant handles 12 million incoming calls more quickly and efficiently by deriving actionable intent from customer calls, seeing a $10M uplift in sales.
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Latest news, insight & opinion from CCA
Your customers span countries, channels, and continents. Twilio makes it easy to reach them everywhere by simplifying communications. Use powerful API tools to communicate with customers on WhatsApp, Facebook Messenger, SMS, Voice, and more.
I recently saw an old comedy show from the 1980's complete with scheduled canned laughter. Nowadays we don't do that as comedy is definitely more natural and well, funny. Indeed, comedians get most of their material from real life situations - life in its
Master effortless experiences with 4 digital transformation strategies
How contact centre leaders are re-writing the customer experience playbook
See how the changes brought on by COVID-19 reshaped the future of the contact centre and customer service.
Do you have the right CX partner? TTEC elevates CX with integrated solutions.
Useful resources and e-books from CCA Partner TTEC
I don't know about you, but this year's US presidential election is as gripping as watching the Grand National. The bookies, or in this case pollsters' favourite was outflanked early in the race, only to recover neck and neck later on.
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Kevin Quantum joins CCA Convention live each day from 1130
People's Postcode Lottery share the benefits to the organisation from CCA accreditation
I was clearing out old boxes from the attic recently. Like many of us the protracted and unpredictable lockdown has caused a review of what 'stuff' we really need. For me there's a sense of grieving when I look at treasured outfits, shoes and bags which n
The public health emergency around coronavirus may not be abating, but businesses cannot wait to take crucial decisions about who works where, now and in the future. Management Today partnered with Hays to ask 280 leaders and senior decision-makers in UK
It's been another busy week at CCA with lots of open sessions. We hosted our regular Women in Leadership event; it's one of my favourites with guaranteed authentic chat from a brilliant group of leaders who are willing to open up and really share.
Leading the charge in CX innovation
Supporting CCA's vision to achieve industry-wide excellence in customer service
The current situation is an ideal time to use CCA Global Standard© to provide reassurance to business leaders and to colleagues that the organisation is complying with industry best practice and is committed to putting colleague and customer needs first.
A realisation dawned through the pandemic that what we might have described before as 'regular' jobs became critical and we've publicly recognised those who have helped keep food on our tables, cared for our loved ones ...
As summer ends one of the biggest talking points about the current pandemic is the inconsistencies arising from the various rules, as we emerge from lockdown.
With summer coming to an end, I thought it would be good to take a nostalgic look back to 2017, a time when we thought nothing of international travel, meeting new people, and experiencing new things.
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