Insight Category: Research

Evolution of the Contact Centre

Evolution of the Contact Centre

Headwinds and Tailwinds How do today's contact centre leaders balance rising customer expectations, rapid advances in AI and relentless pressure for change, while continuing to deliver exceptional customer experiences? The latest edition…
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Voice of the Contact Centre Consumer 2026

Voice of the Contact Centre Consumer 2026

Since 2021, the CCMA has conducted an annual Voice of the Contact Centre Consumer research study – a comprehensive analysis of consumer contact experiences.This year’s research examines whether customer service…
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Future-Proofing Your People Strategy

Future-Proofing Your People Strategy

From meeting rising contact demand to adapting to the pressures of wage and National Insurance (NI) inflation and the continual advancement of artificial intelligence – how are contact centres evolving…
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Contact Centre: 2030

Contact Centre: 2030

Over the next five years, three fundamental shifts will reshape the contact centre industry: how people work, what customers expect and where organisations find value. Contact Centre: 2030 is the…
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