A special episode of Informer as Chris hands over the reins to CCMA Research Director, Stephen Yap and Zoom’s Head of Contact Centre and CX Sales EMEA, Ben Neo.

Since 2020, the CCMA has conducted an annual Voice of the Contact Centre Consumer research study – a comprehensive analysis of consumer contact experiences.

This year’s research, supported by Zoom, examines whether UK consumers feel contact centre customer service is genuinely improving.

It also delves into how consumers feel about self-service and digital channels, whether the shift to digital is creating a demographic divide, and how vulnerability impacts the quality of service people feel they receive.

Stephen and Ben pick through the findings from the research and discuss the impact on contact centres and their teams, as well as attempting to answer that headline question: Is customer service getting better or worse?

To listen to previous episodes of Informer visit our Spotify channel here