Part 6 | The Evolution of the Contact Centre

Supporting society through difficult times

This sixth instalment of The Evolution of the Contact Centre explores the impact on customers, colleagues and organisations of rising inflation and growing financial constraint. As in previous waves this report is based on qualitative research comprising group discussions with industry leaders representing some of the UK’s leading brands.

Download the report to discover the five themes that will drive contact centre strategy in H2 2022.

“We’re already seeing an increase in dishonoured direct debits which then involves making more calls to customers. It’s frightening that we’re seeing that now before we get to the time of the year when we’re going to be putting the heating on.”

Tanya Gray, Head of Customer Operations, Moat Housing

What’s in the report?

  • The cost-of-living crisis is driving up contact volume as customers seek support and reassurance.
  • Assisted channels are more important than ever, as customers feel urgency and seek certainty.
  • Emotional intelligence and well-being are still top of the leadership agenda.
  • Inflation adds further pressure to increase salaries, already influenced by the tight labour market.
  • The role of the contact centre in supporting society through difficult times has never been more important.

Download the reports

Find out how you can support society, and your agents, throughout these difficult times