Voice of the contact centre consumer - 2021 edition

There has been a huge amount of discussion around the impact of the pandemic on contact centre operations, and on customer service. The debate has not just been confined to this industry – it has spilled over into the mainstream and has been the topic of considerable column inches in the press. The CCMA wanted to find out from consumers whether they felt service levels had improved, declined or stayed the same compared with before the pandemic.

This is the inaugural edition of CCMA’s annual Voice of the Contact Centre Consumer research, the definitive source of consumer understanding for the industry.

This report is required reading for anyone involved in strategy and planning for the contact centre. It is packed with statistics, quotes from contact centre leaders and industry experts and a wealth of insights into contact centre consumers’ needs, preference and behaviours.

Download now for more vital evidence to support your decisions on the future of your operating model.