The European Contact Centre & Customer Service Awards (ECCCSAs) offer contact centres across Europe the opportunity to vie for recognition amongst fellow continental operations and to celebrate shared successes. But what impact do the awards have on category winners?
The future is arriving faster than anyone expected. In this groundbreaking research from the European Customer Contact Alliance (ECCA), senior industry leaders and experts outline the forces reshaping contact centres across Europe.
Research: The Future Contact Centre Find out more »
Preparing Government Contact Centres for Work During a Period of Force Majeure During a period of force majeure, which affects
Preparing Government Contact Centres for Work During a Period of Force Majeure Find out more »
Are perceptions of customer service improving or declining over time? CCMA’s annual Voice of the Contact Centre Consumer research report uncovers how customer contact needs, expectations, and behaviours are changing.
Voice of the Contact Centre Consumer 2024 Find out more »
The annual Characterisation and Benchmarking Study of contact centre activity is one of APCC’s most impactful initiatives. It provides valuable insights and promotes a positive image of an often-underappreciated sector.
Characterisation and Benchmarking Study of Contact Centre Activity 2024 – Portugal Find out more »
This report outlines the crucial role that Customer Experience (CX) can play in making ESG claims and engagements tangible, and share key principles to follow in order to create value whilst doing the right thing.
Embedding ESG in Experience Find out more »
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.
Voice of the European Contact Centre Consumer 2023 Find out more »
