Introduction

Technology has radically changed the way our customers communicate with us and their service expectations continue to increase. How are businesses using technology to communicate internally, and with customers, to keep up?

The work we do in contact centres is changing - moving away from repetitive phone calls, into providing unique multi-channel experiences for customers. Technology has the potential to help us improve collaboration internally to provide better service, and to ensure customers can get in touch with us more easily.

This research we are conducting in association with Plantronics will focus specifically on:

* how collaborative working is undertaken in organisations
* trends for how this will progress in the coming years
* how remote teams effectively communicate
* the role for artificial intelligence to support customer service improvement


All participants will receive a preview copy of the results. All responses are treated in the strictest confidence and no details will be attributed to any individual without prior permission.

Thank you for participating.

Best regards

Pauline Cochrane
Head of Research & Partnerships
CCA
T: 0141 564 9010
E: pauline.cochrane@cca-global.com


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