Voice of the Contact Centre Consumer

Documenting a period of profound change

The impact of economic pressures on consumers is being expressed in a downward turn in perceptions of customer service. Emotions are running high; more than half of consumers report that they have recently been angry or upset when dealing with a contact centre advisor. 

During these difficult times empathy, reassurance and human assistance are more important than ever for customers. As is addressing the root causes of customer frustration and finding ways to protect and support the people on our contact centre front lines.

In this third edition of the Voice of the Contact Centre Consumer, we track how customers’ needs, preferences and behaviours are changing over time. It is the definitive source of consumer understanding for our industry.

Download the report to discover more.