As live chat and web messaging continue to expand across service operations, what impact are they having on traditional call volumes? And how are organisations adapting? At this monthâ?Ts Best Practice Forum we will explore whether channel shift is truly happening, how customer behaviour is evolving, and what this means for workforce planning, resourcing, and overall experience. Weâ?Tll also share lessons from scaling authenticated and non-authenticated chat, and consider how data and insights are driving smarter customer service transformation.

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We invite you to join us for the second annual gathering celebrating Women in Leadership across the CCA network in Manchester on 11 November - a powerful and energising close to 2025. This Summit and Awards event is a chance to pause, reflect and come together with peers and mentors for an inspiring day packed with insight, conversation, celebration, and a real sense of shared purpose.

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CCA is delighted to invite to the final Future of work forum for 2025. This in-person forum focusing on talent, colleague engagement, and learning and development.

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These sessions are an informal chat over a cup of coffee exclusively for members.

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The monthly Best Practice Forum is designed to support collaboration and engagement across the CCA member network, exploring operational issues and identifying how to best respond.

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CCA members and invited guests will be hosted at The Scotch Whisky Experience, Edinburgh, on Thursday 4 December 2025, at this exclusive reception will bring together senior leaders from across the network.

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CCA Women in Leadership is an industry-wide network offering access to like-minded c-suite leaders and senior professionals to inspire leadership innovation.

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These sessions are an informal chat over a cup of coffee exclusively for members.

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CCA Excellence Awards Annual Gala Dinner recognising and celebrating excellence in customer service and experience.

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