Customer Contact Association Opens Research Institute

Glasgow-based industry body the Customer Contact Association (CCA) has launched the CCA Research Institute, which it says will provide bespoke research, intelligence and insight on trends in customer contact and service operations.

CCA provides a range of professional services including its Global Standard, an internationally-recognised toolkit and quality assurance scheme for operational excellence in customer service delivery.

The launch of the new Institute is supported by research partners: Capita, Cisco, Kana, Kcom, Plantronics and Verint, and will expand to include others. These partners will collaborate with CCA on a broad range of research issues focused on the impact of 'radical changes' in consumer behaviour, technology and other factors affecting customer contact and service operations.

CEO Anne Marie Forsyth (pictured) comments: 'We're delighted CCA Research Institute has attracted partners that add significant value, and we thank them for their support. Getting customer service strategy right is one of the biggest challenges currently facing UK businesses.'

The Institute's current research topics include multi-channel and mobile technology solutions; deriving insight from complaints; and new resourcing strategies.

Web sites: www.cca-global.com .