Working in parallel The Voice of the Contact Centre Consumer research has for years been the definitive source of consumer understanding for our industry in the UK. For 2023 we are delighted to present exciting findings that cover not only the UK but also Belgium, France, Germany, Netherlands and Spain. This research reveals how a challenging economic and political environment is taking its toll across Europe and the UK. Although there are some differences between countries which are primarily driven by different levels of market maturity, overall patterns are remarkably similar.

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