CCA launches Research Compendium for 2019/2020
Pauline Cochrane, CCA
In 2019 we stand at a tipping point for customer experience with triggers including globalisation, digital growth, regulatory compliance and a changing economy all contributing to demands for transformation.
Each year CCA publishes a synopsis of the research, collaborations, benchmarks and insights gathered over the previous 12 months. Based on the informtion and evidence-based predictions, we make some key recommendations for contact centre professionals in 2019.