How do consumers rate contact centre customer service?

The customer service landscape has undergone a period of dramatic transformation in recent years. Organisations have moved swiftly to support new digital channels, but consumer expectations of contact centre service are also changing. So how well are contact centres keeping up with consumer expectations regarding channel choice, empathy, issue resolution, 24/7 support, channel integration and more?

MyCustomer and Genesys partnered on a research project examining consumer opinions about the standard of customer service performance they believe they receive from contact centres, across a range of channels. In a survey of 300 consumers, conducted by Brandspeak, we asked them how their preferences and behaviours had changed, how well contact centres are meeting their changing expectations, and what the impact of good/bad service experiences are.

What you’ll learn

• How have consumer expectations of contact centre service changed
• How have consumer channel choices changed since the pandemic
• How important is contact centre service to consumers
• What are consumer opinions on the standard of contact centre service
• What are the areas of contact centre service that are most important to consumers