Each year, the CCMA conducts a comprehensive study into consumer experience: Voice of the Contact Centre Consumer. The research series uncovers how customer contact needs, expectations and behaviours are evolving. Supported by Odigo, CCMA’s Voice of the Contact Centre Consumer is produced for contact centre leaders to provide insights to inform a wide range of contact centre strategies. Research methodology The Voice of the Contact Centre Consumer 2023 research comprised two distinct phases.

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