Today, trade magazine Ziptone starts a study in four European countries into the digitalization of customer contact and employee experience.

Increasing automation of customer contact causes changes in the customer experience, but also in the work of customer service employees. To get a good idea of ​​where contact centers stand with the digitalization of customer contact and how they deal with it employee experience, Ziptone today starts an online survey among customer contact professionals in the Netherlands, Belgium, Germany and England.

The survey will be conducted from February 26 to March 31, 2024. Respondents are customer contact professionals in in-house or facility contact centers, working in operational management or in staff positions. As of today, they can now complete the list in their own language via this link. Flemish respondents can this link to use. (UK: link)

Completing the form takes approximately 7 minutes. Anyone who participates in the research will receive the research report if desired.

Four research reports

Ziptone publishes a report for each country involved, focusing on the results of that country and comparing them with the other participating countries. In the various countries, local trade media and local industry and professional organizations help to make the research a success.

The independent research is an initiative of Ziptone, the Dutch trade medium for customer contact, in collaboration with Content Guru. It is carried out by the Dutch leading market research agency Market Response. Content Guru is also present on the exhibition floor CCW 2024 in Berlin, the largest annual event for the European customer contact sector. The questionnaire can also be completed at the Content Guru stand (Stand D16, Hall 3). (Ziptone)

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