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What do customers really think about contact centres today?

A CCMA research paper

The annual Voice of the Contact Centre Customer research by the CCMA, supported by Odigo, provides insight into customer behaviour and opinions about contact centre services.

Following a comprehensive two-phased research approach, the findings reveal unique viewpoints from industry leaders and insightful breakdowns to better understand customer opinion. 

  • Do consumers feel service is getting better or worse?
  • What channels are preferred for certain query types?
  • Is self-service really normalising?
  • How are customer services in different sectors perceived?
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Click here to download the 2022 Voice of the Contact Centre Customer research.

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