Research Report

State of the Contact Centre 2022

Annual report about emerging trends, challenges, and expectations in customer service

Contact centres are critical to brand success and must deliver human-centric service and flexible technology to retain customers’ loyalty.

That’s what we found when we surveyed 500 contact centre managers and consumers around the world, including the UK. Our goal was to uncover key expectations, misperceptions, and emerging strategies around contact centre experiences. And the results revealed a fundamental truth: Without the human element, no amount of technology can hold a brand experience together

In this report, you’ll discover answers to key questions such as:

  • Do your assumptions match what your peers think and are prepared for?
  • Are your priorities aligned with real consumer demands, including expectations around agent performance and communication channels?
  • Do you know which service factors cause consumers to change brands?

Get an inside look at the critical trend shaping contact centre success in 2022 and beyond. Download the full report now.

Fill out the form to pre-register.