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Global Study: State of the Contact Center Experience

Consumers from 29 countries rated their recent contact center interactions, evaluating their overall satisfaction with the experience, wait time, and 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 data snapshot, we share:

  • Consumer satisfaction with aspects of a contact center experience
  • Contact center issue resolution rates across 29 countries
  • Loyalty after a contact center experience

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