Media Release: Customer Contact Association appoints Valerie Darroch as director of communications

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THE Customer Contact Association (CCA) has announced the appointment of Valerie Darroch to the new role of director of communications.

She will take up her post, reporting to chief executive, Anne Marie Forsyth, on May 1.

Valerie has a long-standing relationship with CCA, the leading independent authority on customer contact, having provided strategic communications advice and support on a consultancy basis since 2007.

In her new role, she will be responsible for promoting CCA’s activities, including its leading-edge research programme, as well as engaging with stakeholders on critical customer contact and customer service issues.

Says a spokesperson: “Valerie brings a wealth of communications experience to the role following a career spanning senior roles in corporate affairs, public relations and journalism.

“An award-winning writer and former chief correspondent for Reuters, she also held senior editorial roles in national newspapers before establishing her own strategic communications agency, providing outsourced corporate affairs and PR support to clients.”

Anne Marie Forsyth said: “We are delighted that Valerie will be joining us as director of communications at a time when CCA faces both new challenges and exciting growth opportunities.

“We have established a strong brand as the premier source of research and market intelligence on customer contact issues and I am confident that Valerie’s expertise will help us to build on our success.”

Valerie Darroch said: “I am looking forward very much to becoming part of the senior CCA team.

“Establishing world-class customer care standards is critical for the UK economy and CCA plays an important role in defining best practice in this field. We’ll be stepping up our communications activity and leading debate on the challenges of meeting customer service expectations in a 24/7 multi-channel environment.”

CCA is the leading authority on customer contact strategies and operations and is working with the UK’s biggest private and public sector organisations to research and shape the future of customer service.

Members include Tesco, Sky, Barclays, O2, Etihad, NHS24, Standard Life, Royal Bank of Scotland and leading outsourcers and suppliers to the sector.



Media contact: Valerie Darroch T: 07970 737708 E:

CCA T: 0141 564 9010

About the Customer Contact Association:

CCA is a leading independent authority on customer contact. Almost 900 organisations currently subscribe to CCA membership services. This equates to a network of over 5,000 senior practitioners, employing between 35 per cent – 45 per cent of the contact centre population in the UK.

CCA Global Standard has a proven track record of being an effective solution to real challenges concerning customer experience and offers valuable assistance in a timely and cost-efficient way.

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Contact: Valerie Darroch
Phone: 0797073708