26th Sep 2022

Voice of the Contact Centre Consumer - 2022 edition

This annual report delves into changing customer expectations, this time shining the spotlight on how these have been shaped by the pandemic. Download for more.
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What do customers really think about contact centres today?

Find out in the annual Voice of the Contact Centre Customer research by the CCMA, supported by Odigo, which provides insight into customer behaviour and opinions about contact centre services.

Following a comprehensive two-phased research approach, the findings reveal unique viewpoints from industry leaders and insightful breakdowns to better understand customer opinion. 

This report covers the following questions:

  • Do consumers feel service is getting better or worse?
  • What channels are preferred for certain query types?
  • Is self-service really normalising?
  • How are customer services in different sectors perceived?

Download this Report

Front cover of 2022 Voice of the Contact Centre Customer research by the CCMA

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