Brand loyalty is shaped by many factors and a customer’s experience with the contact center is often overlooked. A survey of 500 contact center managers and consumers around the world found that consumers want people — not technology — to drive their brand experience.
The survey also found that customers and managers expect contact centers to deliver human-centric services through the deployment of flexible technology.
In the whitepaper State of the Contact Center 2022 by Calabrio, these insights are paired with actionable takeaways for brand and contact center managers looking to meet the ever-changing expectations of their customers
Download this report to discover:
• How to align your management priorities with the real demands of customers.
• The service factors that cause consumers to switch brands.
• How to refine agent performance and communication channels to reflect brand values in the contact center.