RESEARCH
_

Contact Center Trends, 2025

As part of Qualtrics XM Institute’s 2024 Global Consumer Study, more than 23,000 consumers around the world evaluated their satisfaction with elements of their most recent contact center experience and shared how likely they were to exhibit key loyalty behaviors (likelihood to purchase more, trust, and recommend) after their experience.

In this report, you'll learn
    • Consumers are least satisfied with the time to wait
    • Overall satisfaction with contact centers has not changed from 2022
    • Under 2 in 3 issues are resolved in the first call

  • It’s not always easy to connect to a real person

  • Satisfaction with the contact center experience impacts customer loyalty
The world’s top brands trust Qualtrics to deliver breakthrough experiences
Related Content
_

Explore more resources

eBook_

2025 Global Consumer Trends Report

eBook_

Special report: Building consumer trust in 2025

eBook_

Unlock the potential of AI-enabled CX