For the first time ever, insights into what customers really think about their contact centre experiences comparing countries across Europe have been be 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 UK’s (Call Centre Management Association) Research Director, Stephen Yap, the findings were revealed covering questions such as:
- Are consumers’ perceptions of customer service getting better or worse?
- How are channel preferences changing?
- How do consumers feel about customer service as a career?
Stephen hosted this interactive session alongside experts and leaders from across the industry, including Oliver Dorta-Fernández, EMEA Customer Services Senior Manager at Canon Europe and Sophie Chelmick, Executive Vice President EMEA at TDCX, Spain.
We are delighted that Odigo has supported this ground-breaking project, giving us the opportunity to dive into this area to bring current insights and thinking to contact centre professionals.
You can catch up here.