Voice of the European Contact Centre Consumer 2023
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. In a time of widespread uncertainty and financial constraint, more than ever people across the continent need and expect timely resolution to their queries and problems.
There is stark evidence that regardless of whether or not service standards are objectively improving, we are not keeping up with consumer expectations. This research is an urgent reminder of why organisations across Europe and the UK must continually invest in customer and contact experience, placing the customer at the centre of everything that they do.
The Exchange has launched a comprehensive study into consumer contact experiences from across Europe. It uncovers how customers contact needs, expectations and behaviours are evolving, providing insights for contact centre leaders across the continent to inform a wide range of strategies.
Supported By
Download the report and infographic to find out the 7 discoveries from the Voice of the European Contact Centre Consumer 2023.