The retail landscape has fundamentally changed in recent years, partly driven by the necessities of COVID lockdowns, and partly by ongoing shifts in customer preferences and behaviour. As we have previously explored on this blog, the familiar high street shopping experience is increasingly converging with online and click-and-collect shopping, offering a new breed of data-driven shopping experience.

We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.

There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!

Exponential-e are pleased to announce that we have just been awarded the CCA Global Standard - a globally-recognised accreditation that acknowledges excellence in organisations' customer service strategies. The CCA assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey. Its long-term goal is to raise standards of customer service across all sectors.

Earning this accreditation is a testament to Exponential-e's commitment to developing robust processes, motivated and well-supported teams, and an exceptional customer experience. We thank everyone involved in the assessment process!

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