What do Contact Centre Customers Really Think?

Understanding what contact centre customers really think – A CCMA research paper sponsored by Odigo

How should contact centres respond to changing customer attitudes and behaviours?

2021 Voice of the Contact Centre Consumer, Call Centre Management Association’s (CCMA) latest annual research, provides you with answers to the most pressing questions contact centres face today.

Led by CCMA’s Research Director, Stephen Yap, this comprehensive two-phased research into the contact centre consumer will provide you with valuable insights from customer experience leaders such as Michael Sherwood, Head of Customer Experience at Atom Bank, and Claire Carroll, Head of Sales and Service at The Co-Op.

Tracking changing customers’ needs, preferences and behaviours has never been more important. The strategic role contact centres play in CX means that they are fast becoming the faces of the organisations they support.



To download the CCMA research paper Click Here

Odigo is a leading provider of Contact Centre as a Service (CCaaS) solutions that facilitate communication between large organisations and individuals using a global omnichannel management platform. With its innovative approach based on empathy and technology, Odigo enables brands to connect through the crucial human element of interaction, while also taking full advantage of the potential of digital. A pioneer in the customer experience (CX) market, the company caters to the needs of more than 250 large enterprise clients in over 100 countries.

For additional information on Odigo view their Company Profile

For over 25 years the CCMA (Call Centre Management Association), as the longest established contact centre industry body has been dedicated to supporting contact centre leaders. Founded on the principles of sharing best practice and networking to improve skills and knowledge, the CCMA is a thriving community that represents leaders from a huge cross-section of the industry.

Members of the CCMA community can take advantage of the many networking and learning opportunities aimed at keeping contact centre leaders up to date with changes in the industry; from technology advances, to regulation changes, to discovering new ways to improve the customer experience and more.

For additional information on the CCMA view their Company Profile

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