New Research Suggests Consumer Confidence Is Recovering Related Articles How to Build Advisor Confidence Research reveals benefits of new telemarketing regulations Research Reveals Industry Confidence in Artificial Intelligence Global Research Reveals 3 Ways to Make UK Agents More Impactful © Thapana_Studio - Shutterstock - 2267909179 Filed under - Contact Centre News, CallMiner, CCMA, Frank Sherlock Research released from the CCMA (Call Centre Management Association), the body representing UK contact centre professionals, suggests that consumer confidence has recovered in the past year. Across all sectors, consumers are considerably more positive about the support offered by providers to help manage spending compared with last year, according to its latest research: ‘Implications of Changing Consumer Confidence on Customer Contact’. This research is a follow-up to ‘Implications of the Rising Cost of Living on Customer Contact’, published in June 2023. Supported by CallMiner, it tracks how consumer confidence has evolved in the past year, as well as consumer perceptions of how organizations and contact centres are helping with the cost of living. Focused on supporting the contact centre industry, this latest research from the CCMA offers answers to questions such as: How has consumer confidence evolved in the past year? To what extent do consumers feel that providers have been supporting them during this period of rising costs? What can contact centres do to better support their customers in what continues to be a challenging economic climate? Stephen Yap, Research Director, CCMA, says: “This study uncovers revealing insights about the changing consumer mindset, and shares ideas for contact centres looking to support their many customers who continue to experience financial stress. “Since last year’s research was published, the advent of Consumer Duty has made this imperative not only desirable but necessary for many providers.” Leigh Hopwood, CEO, CCMA, says: “There is much in this research that points to the positive impact of contact centres on customers; however, we cannot afford to be complacent. “With the economic outlook continuing to be challenging for the foreseeable future, organizations must redouble their efforts to help customers make good choices and build financial resilience.” Frank Sherlock, VP of International, CallMiner, said: “It is clear that customer experience (CX) is more important than ever. Consumers are looking for more from the organizations they engage with – whether that’s on price or quality of services – and brands must increase their focus on meeting those demands if they’re going to retain existing customers and attract new ones.” Author: Robyn Coppell Published On: 22nd May 2024 - Last modified: 1st Jul 2024 Read more about - Contact Centre News, CallMiner, CCMA, Frank Sherlock Recommended Articles How to Build Advisor Confidence Research reveals benefits of new telemarketing regulations Research Reveals Industry Confidence in Artificial Intelligence Global Research Reveals 3 Ways to Make UK Agents More Impactful Related Reports Guide: Five Steps to Mastering Conversation Intelligence White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights eBook: How Customers Can Lead Your Business Transformation in 2024 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter