Report: State of the Contact Centre 2022

Calabrio surveyed 500 contact centre managers and consumers in the UK, US, DACH and the Nordics, 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.

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

Here's a quick look at what Calabrio found:

97% of consumers say contact center interactions impact their brand loyalty

88% of contact center managers agree that brand perception directly drives overall revenue growth

33% of consumers say that agents are effective brand guardians today

Get an inside look at the critical trends shaping contact centre success in 2022 and beyond.