Voice of the Contact Centre Consumer 2024: Technology is driving consumer opinion

A CCMA research initiative supported by Odigo

Is your contact centre ready for the challenges brewing in 2024?

The CCMA’s comprehensive research, Voice of the Contact Centre Consumer 2024, explores how consumer opinions are evolving alongside technological advancements and how emerging technologies like AI are impacting service satisfaction.

With high expectations, mixed experiences, and AI hype, consumer behaviour is in flux and understanding the nuances of opinion will be crucial for any contact centre.

31% still perceive customer service quality as declining.
70% have faced failed self-service journeys.
27% of consumers express uncertainty about AI’s role in improving service.

But it’s not all bad news. Gain insights into how positive perceptions have rebounded in hard-pressed sectors and explore the critical balance between AI enhancements and the human touch.

This is just a glimpse. Delve deeper into the data to understand how these shifts will impact your business and discover strategies to stay ahead.

Voice of the Contact Centre Consumer 2024: Technology is driving consumer opinion

Is your contact centre ready for the challenges brewing in 2024?

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