Contact Center Trends & Customer Expectations (Backed by Data—Not Assumptions!)

We surveyed 1,215 consumers to hear their preferred channels, their expectations, and their barriers to adapting to emerging digital support options. Here’s what we found:

• 81% of consumers still require an interaction to resolve issues (over self-serve channels)
• 61% expect brands to resolve their issues the first time, or they’ll start considering competitors
• 41% expect to be contacted within 5 minutes after reporting an issue

Uncover what’s really driving customer contact — and what leading brands are doing differently to reduce costs, improve agent performance, and deliver better customer outcomes.

What you’ll learn:

• The real source of inbound volume (and how to stop it at the source)
  
• What consumers want from digital support, and why current AI tools aren’t delivering
  
• How contact centers can move from reactive firefighting to strategic growth

Consumer expectations have shifted. Your strategy should too.

Download the full report to find out how to transform your contact center into a smarter, more efficient engine for customer experience.