Business Outlook Survey 2023

OVERVIEW

Each year, the MCCA Board of Directors, operational team and members join to discuss topics and trends that shape the MB customer contact Industry. In 2022, the MCCA Board of Directors decided to transition our annual Industry Round Table (IRT) discussions to a business outlook survey.

Your participation in this survey will help us shape our strategic priorities and drive our advocacy work. It is critical for MCCA to hear directly from our members and business partners as we focus on driving competitiveness and identify obstacles to growth for the Industry.

The survey is divided into 2 sections -

Section 1 - Business Practices and Trends

This section of the survey focuses on current business practices and trends. Contact Centers are complex places, and achieving success is a complicated matter. Decision-makers need to weigh a lot of different considerations in order to get the formula right.

Section 2 - How can we help?

This section focuses on how MCCA can support your business today and in the future.

MCCA is an industry association comprised of companies and organizations associated with the customer contact service sector. Understanding the needs of our growing Industry allows us to offer valuable training to agents, supervisors, and management for organizations of all sizes as well as create profitable networking opportunities.

Your answers will be utilized to contemplate and inform our future roadmap for workforce development support, training, and improvements to our services and resources.

Questions were distributed via Survey Monkey December 2022 and January 2023. Analysis of data and final report completed by the MCCA Team.

To discuss survey results and trends, contact:

Manitoba Customer Contact Association - 25 years of evaluating trends, determining a path to success.

REPORT