Customer experience is king, but can your in-house team handle it all? This article explores why outsourcing customer service is no longer a nicety, but a 'must-have' for success.
Insider News
News & views from industry partners and suppliers
Customer experience is a top priority across industries, but how do you keep up? This article explores the key trends impacting CXM in Finance, Telco, Retail, and Utilities.
In the dynamic world of customer service and CX, change can be the only constant and adaptability becomes pivotal for organisational success. Join us for an exclusive virtual roundtable hosted by CCA Exec Chair, Anne Marie Forsyth and leading experts from
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.
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.
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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The latest session, on 7th November, will be led by CCA's CEO, Anne Marie Forsyth, and co-facilitated with market expert, David Rumble, co-founder of The Knowledge Group.
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CCA is delighted to announce a new partnership with The Knowledge Group to showcase the strength and capabilities of suppliers within the BPO and outsourcing market.
The latest CCA CEO Industry Council Forum session took place at the Gherkin in London in association with partners HP Poly.
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Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
In this virtual session, we share and discuss new research and benchmarking results from CCA's recent thought leadership programme.
Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.
Download our free report today to see how you can begin building real connections in the relationship economy.
Remember when call centers were separate areas of your business with their own location, culture, and communication tools? Things sure have changed.
How Outsourcing AI-related Tasks Can Help Businesses Gain a Competitive Advantage
The hidden fraud lurking in the shadows
Hybrid work environments are complex. But the union of HP and Poly will simplify things with a complete ecosystem of communication, collaboration, productivity, security, and management solutions designed to be easy to provision, manage and support.
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