RESEARCH
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State of the contact center experience
State of the contact center experience
Consumers from 29 countries rated their recent contact center interactions, evaluating their overall satisfaction with the experience, their satisfaction with the wait time, and their satisfaction with the agent’s knowledge, empathy, and helpfulness. These consumers then told us how likely they are to demonstrate three key loyalty behaviors — purchasing more from, trusting, and recommending the company — following their recent contact center experience.
In this report, you'll learn
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- Under two-thirds of customer service experiences are satisfactory
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- Consumers also rated the components of their contact center experience poorly
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- Contact centers resolve less than half of customer issues
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Satisfaction with a customer experience correlates with stronger loyalty behaviors
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