Research Archives

Voice of the Contact Centre Consumer 2026

Margot Tuesday 6 June No Comments

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…

Future-Proofing Your People Strategy

Gareth Wednesday 4 April No Comments

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…

Contact Centre: 2030

Stelize Tuesday 4 April No Comments

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…

The Impact of Technology and Economic Shifts on UK Consumers

Gareth Monday 4 April No Comments

With advances in technology and ongoing changes in the economy, it’s more important than ever to understand how these shifts are impacting consumers across the UK. Our latest research examines…

Watch: Voice of the Contact Centre Consumer 2024

Gareth Monday 2 February No Comments

What does the consumer really think about the contact centre and the service they receive? In 2023 there was a sharp decline in consumer perceptions of customer service, as expectations…

Hybrid Working is the Future Says UK Contact Centre Leaders

Naomi Thursday 9 September No Comments

With technology advancements and the pandemic enabling remote working to be easier and more prevalent, it's no surprise that hybrid working is quickly becoming the norm in the UK. According…

Bringing the Power of Data and Analytics to the Front Line

Stelize Wednesday 9 September No Comments

Today, there’s more data available in the contact centre than ever before, and it’s never been easier to access. With more and better data comes a range of advantages: increased…

Navigating the AI Seascape

Stelize Wednesday 9 September No Comments

AI has been a hot topic of conversation for the past 18 months, and the discussions around it continue to evolve. However, determining the best ways to deploy AI in the contact…

Voice of the Contact Centre Consumer 2024

Stelize Wednesday 9 September No Comments

Are perceptions of customer service improving or declining over time? Our annual Voice of the Contact Centre Consumer research report uncovers how customer contact needs, expectations, and behaviours are changing,…

Implications of Changing Consumer Confidence on Customer Contact

Stelize Wednesday 9 September No Comments

The last couple of years have been challenging for consumers, with high inflation and a growing cost-of-living crisis among other financial pressures. Many people have struggled to manage their expenses…

Insight Category: Research

Voice of the Contact Centre Consumer 2026

Future-Proofing Your People Strategy

Contact Centre: 2030

The Impact of Technology and Economic Shifts on UK Consumers

Watch: Voice of the Contact Centre Consumer 2024

Hybrid Working is the Future Says UK Contact Centre Leaders

Bringing the Power of Data and Analytics to the Front Line

Navigating the AI Seascape

Voice of the Contact Centre Consumer 2024

Implications of Changing Consumer Confidence on Customer Contact

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