Voice of the Contact Centre Consumer 2024

Are perceptions of customer service improving or declining over time? Our annual Voice of the Contact Centre Consumer research report uncovers how customer contact needs, expectations, and behaviours are changing, and how consumers view service providers. This year, we also delve into public perceptions of AI in customer service.

As technology advances rapidly, contact centres are at the cutting edge of innovation, always evolving to meet the changing needs of customers. This research explores the current landscape of contact centres and highlights how AI is shaping a thrilling future for our industry.

Download the research to uncover the findings of this year’s edition, including the eight key discoveries.