Do we fully understand what it’s like to work in today’s fast-paced customer service environment? How can we better understand and support our workforce for today and tomorrow?

Is your workforce concerned about the potential impact of artificial intelligence and growing use of automation on their jobs? Will it aid or hinder their future career prospects? What are their desires and ambitions for the future?

What will we find out?
CCA is launching a new research project, with research partners Kura, that will seek to answer these questions and more; providing a fully independent, and impartial view of what it’s like to be a front-line advisor and front-line manager.

  • What do employees love, loathe and look for in their roles today?
  • What are their expectations for tomorrow?
  • Where are their key frustrations?
  • What barriers do you they face in best serving customers?

We want to understand how organisations can better support their front-line teams to not only offer improved service, but help them keep up-to-date with the latest knowledge, opinions and insight to ensure they feel fully equipped to be the best they can be.

We will be collecting the views and opinions of the management team, team leaders and front-line advisors to obtain a full view of what it is like to work in today's busy customer service world.

Please take part and help us produce a true reflection of what life is like today working in the contact centre industry.

All information provided will be stored confidentially and reported anonymously.

How to take part
This is a member-only project. To request the link and validate your participation please email