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Voice of the European Contact Centre Consumer 2023

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For the first time ever, insights into what customers really think about their contact centre experiences comparing countries across Europe have been revealed. The Voice of the European Contact Centre Consumer research initiative has taken a deep dive into customer behaviours and attitudes to provide up-to-date insight for contact centre leaders across Europe.

Following a comprehensive two-phased research approach, led by CCMA’s Research Director Stephen Yap, with support from Odigo, the findings revealed:

  • Consumers’ perceptions of customer service getting better or worse
  • How channel preferences are changing
  • How consumers feel about customer service as a career

Download this ground-breaking research, or watch the webinar launching the findings.

During the webinar, Stephen was joined by experts and leaders across the industry, such as Oliver Dorta-Fernández, EMEA Customer Services Senior Manager at Canon Europe and Sophie Chelmick, Executive Vice President EMEA at TDCX, Spain.

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The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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