CCA Recruitment Group, Contact Centre, Customer Service, Recruitment, Resource Planning, Analytics, Knowledge Management

CCA Executive – the Executive and Leadership division of CCA Recruitment Group run a programme of events bringing senior customer leaders from across industries together to highlight and discuss topics affecting their businesses. If Knowledge Management is on your agenda read on…

Our next CCA Directors Forum event is being held on April 6th 2017 in Central London and is being hosted in partnership with Verint, industry leaders in Customer Engagement Management Solutions. Steven Thurlow, VP & Global Practice Lead of Verint’s Engagement Management practice will be facilitating the event and imparting his expert knowledge and experience to support our guests.

Over the past 12 months Knowledge Management has worked it’s way up the importance level on customer focused organisations to do lists.  Knowledge Management has come a long way from being an internal knowledge sharing function to having a significant impact on customer experience.  As products and services become ever increasingly connected and complex consumers expect the support to be simplistic.  Having the answer to a complex query at an advisor’s finger tips can make the difference between a good and great experience.  Having a proactive approach to knowledge management can not only reduce average handle times but it can positively impact both customer and advisor experience.

The CCA Directors Forum events are designed to bring senior leaders from the Customer Contact industry together to share challenges and experiences to support the development of their own business.  Our previous events have provided significant insight and benefit across a range of subjects including “Social Customer Service” and “Employee Engagement with prestigious attendees from organisations such as Sky, Samsung and Virgin Media.

As we are only able to accommodate a small number of guests our Directors Forum’s are by invitation only.   If the topic of Knowledge Management is something that you would like to explore further then please email any specific questions that you may have and  If you are interested in knowing more about this and future events please email  After the event we will happily follow up with any responses and we will share the key discussion points from the event.



CCA Executive is the leading recruiter of senior management in the customer contact industry supporting our clients with executive hiring across all touchpoints in the customer journey.  We help our clients identify, assess and on-board senior leaders in Customer Experience, Customer Service & Contact Centre’s, Digital Experience (UI & UX) and support functions such as Resource Planning, Analytics and Employee Experience & Development. If you wish to know more about the services provided by CCA Executive or any other division of CCA Recruitment Group please email