Stephen Yap is the Research Director at the CCMA.
The CCMA and supporting partner Odigo produced the Voice of the Contact Centre Consumer report 2022.
In this episode Stephen shares the key findings of the research and how consumers have changed, their preferences and how they want to interact with us and our contact centres.
This is a must read report and a must listen/watch if you want to deliver a great customer experience from your Contact Centre.
Thanks Odigo, the CCMA and Stephen.
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