Customer Contact Centers 2022: State of the Customer Experience 

Understand customer expectations and compare your performance 

We analyzed a random sample of more than 4.1 million recent calls to customer contact centers.  In this eBook, we take a detailed look at the performance at both companies that delight customers and those that disappoint them. Understand what the average company’s calls look like, what creates poor customer experiences, and how industry leaders achieve success.

• Call metrics: How often customers face long holds, transfers, and redirects.
• Call center agent performance: What bad habits need the most development overall and what good performance looks like.
• Customer journey friction: How many calls require chronic effort, invoke customer frustration, and lead to escalations?