Customer service on fast track to the future says CCA Global

PRESS RELEASE

Hundreds of senior professionals responsible for looking after customer needs through these unprecedented times will be together this week to consider what the future of service should look like as we fast forward to 2021.

CCA Global, the professional body for customer service, launches the CCA Annual Convention which will, for the first time in its 26-year history, take place virtually. On 17th, 18th and 19th November from 10am to 12noon each day brands in all sectors and across the globe will put the future of customer service in the spotlight.

Throughout the pandemic, customer service teams have had to respond to ensure the connection between their organisation and its customers continues to be available and accessible, and in particular, has the ability to support and respond to vulnerable customers and manage difficult and often emotional calls.

Prior to the pandemic, most organisations had no or little homeworking capability and organisations mobilised at a pace never seen before. Technological advances that previously would have taken years to implement, were delivered in weeks and months.

The CCA Convention offers the opportunity to explore an exciting future for the service sector market. Customer engagement has changed significantly, and the event considers what’s been learned through 2020 and what we can build on through 2021.

Anne Marie Forsyth, CEO, CCA commented, “The extent to which organisations everywhere reacted to keep channels of communication open for customers is truly staggering. Decision-making accelerated as boards quickly grasped the urgency of retaining their ability to connect with and support customers.

“There are so many reasons to take the opportunity to reflect and celebrate what has been achieved in the last 7 or 8 months. The Convention is always a time to take stock and this year it’s more important than ever to think and plan the blueprint for the future. We look forward to welcoming delegates and anticipate another year of stimulating debate and discussion along with indicative plans for how we emerge to a very different future. Whilst we will miss the buzz of seeing everyone in person, the digital world allows us access to experts who may not otherwise be available. The programme is jam packed with short, insightful takeaways to help during difficult times.”

Shaun Spivak, senior director of customer care at RingCentral and CCA Convention Gold Partners said, “Right now and for the foreseeable future, it’s crucial for contact centre agents to deliver exceptional and consistent customer experiences from wherever they’re working. That means contact centre managers must put in place technology that enables agents to do their work. Tools like automation, call deflection, and the use of artificial intelligence are vital in delivering exceptional service at scale, without incurring massive operational costs. Our own customer care teams have found cloud contact centre technology invaluable in the age of remote work.”

“In just a few months, COVID-19 has dramatically altered how we work, our priorities, plans, and the ways we engage with brands and our customers. These are consequential times as business leaders look to position their companies to not only survive but thrive in a rapidly evolving market. Businesses must learn to adapt quickly and be open to new ways of supporting customers. In 2021, get ready to hit the reset button on customer innovation and reshape the employee experience” commented Neil Russell-Smith, Head of Marketing EMEA, TTEC, also Gold Partners of the event.

ENDS