Since August 2020, The CCMA and Puzzel have been documenting how the contact centre industry is evolving during times of profound change. This is the seventh part of a series of research reports exploring the evolution of the contact centre.

Since Part 6 in July 2022, there is no sign of the pace of change slowing down. Customer contact is being radically reshaped before our eyes: customer needs have become significantly more complex and more urgent thanks to the stresses brought about by high inflation and other socio-economic factors happening in the UK and across the world. 

This latest edition of The Evolution of the Contact Centre explores these themes and how the contact centre industry is responding.

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 learnings.

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