Your customers still want to talk - so wow them with conversational, cost-effective experiences
Insider News
News & views from industry partners and suppliers
Start with your culture
3 Ways to Help CSRs Do Their Best Work
Contact centers face a hybrid work dilemma. Work-at-home agents feel disconnected from HQ, but no one wants to return to office. Yet the need for collaboration, training and support is greater than ever. Customer calls are getting more complex, and the fi
What to expect from this guide... It's reported that an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty. You can be instrumental in helping to improve the overall customer experience (CX) by readdressing your
In this guide, we will focus on the potential benefits, challenges and opportunities for using Conversation Analytics to automate your existing quality assurance processes.
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A counterintuitive investment in technology may be the answer
The UK operations of Hinduja Global Solutions Ltd (listed in BSE & NSE) today announced its partnership with MaxContact, an award-winning customer engagement platform that helps contact centres build smarter customer experiences.
Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.
Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.
Vulnerability has taken on a whole new meaning as customers and employees are impacted by the cost-of-living crisis and growing economic uncertainty, and in particular, as we head towards the winter months. How can we ensure we are ready for the chall
EXL teams with CyberCube to help insurers develop comprehensive cyber insurance offerings
CCA PARTNERSCollaboration combines industry-leading risk models and advanced analytics services to standardize cyber insurance policy development
Three-quarters of Finance and Accounting teams do not have the data and analytics capabilities they need, according to EXL and HFS survey
CCA PARTNERSTransition to Data-Driven Finance Leaves Many Organizations Scrambling to Catch Up
CCA Industry Council's first in-person meeting for two and a half years takes place at the Poly Experience Centre, the Gherkin, London.
Redefine your customer experience for measurable results
Customer-centricity is the engine driving brandsā?T innovation and success
A 2022 Gartner Peer Insights Customers' Choice for Data and Analytics Service Providers
CCA PARTNERSEXL is the only vendor recognized for all the three consecutive years as a Customers' Choice in Gartner Peer Insights Voice of the Customer: Data and Analytics Services Providers.
Customers demand digital tools that enable them to solve any issue, anytime. Their need for instant gratification requires connected solutions - and organizations tumble down the priority list when they treat digital as an afterthought.
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CCA CEO, Anne Marie Forsyth in conversation with leading expert, Rachel Lane, Principal Head of Global Contact Center Strategy from Partners Medallia
CCA PARTNERSWhen you've got hundreds of agents, disparate systems and fluctuating customer scores and measures, empowering a next generation strategy starts with bold new metrics and a new approach to the data you already have.
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