Industry Insights:
Empowering the Contact Center as Brand Guardian
CRITICAL PRIORITIES TO ENABLE YOUR CUSTOMER EXPERIENCE
The State of the Contact Center 2022 report connected voices from inside the contact center with the consumer perspective—validating some perceptions while revealing significant disconnects. So, how are leading contact centers resolving these disconnects to embolden themselves as brand guardians? We’ve gathered insightful perspectives and insider tips from third-party analysts and thought leaders, as well as Calabrio partners and our internal experts.
EMPOWER THE CONTACT CENTER AS A BRAND GUARDIAN.
Meet the experts!
Abhishek Ghosh- Research Analyst,Quadrant KnowledgeSolutions
Jim Davies- Customer Experience Officer, Calabrio
Clare Muscutt- Founder, Women in CX
John Hartmann- Account Executive,Twilio Flex
Ronald Van Loon- CEO and PrincipalAnalyst, Intelligent World
Adrian Brady-Cesena - Founder & CEO,CXChronicles
Nicole Price- Principal, StrategicConsultant, Calabrio
Dave Hoekstra- Product Evangelist,Calabrio
Ed Creasey- Global Directorof Pre-Sales, Calabrio
Juanita Coley- CEO & Founder,Solid Rock Consulting
Kathy Sobus- Sr. Director, CX Strategy,ConvergeOne
Keith Dawson- VP & Research Directorof Customer Experience,Ventana Research
Shep Hyken- Customer ServiceExpert, ShepardPresentations
Neil Draycott- Head of Solutions &Architecture,Business Systems
The contact center is now the primary brand guardian.
Contact center experiences >> Brand perception >> Business revenue
97%
of consumers say contact center interactions are critical to brand perception and loyalty.
88%
of contact center managers agree that brand perception directly drives overall revenue growth
Guidance from the Experts
Contact centers are greatly overestimating their performance.
Managers think they’re meeting rising expectations. Consumers disagree. Data shows a 30+ POINT GAP between how contact center managers rate their performance—and how consumers rate contact center performance.
Biggest Disconnects:
Availability of Human Agents
Meeting the Need to Feel Heard and Understood
Deliver Multiple Channels for Communication
Meeting Needs Around Complex Questions/Issues
The Industry Experts Say
Contact centers need to empower agents as frontline brand guardians.
Consumers say the human element is as important as ever.
83%
of consumers say that contact center agents should be considered brand guardians.
1 in 3
consumers say agents are effective brand guardians today.
Advice From Industry Insiders
Why contact centers need to unlock analytic value.
83%
of contact center managers say they have the analytical problem-solving tools they need already.
71%
of consumers recognize these data silos through their contact center experiences.
LESS THAN HALF
of managers say they’re seeing benefits from analytics, AI, and ML.
What Do the Experts Advise?
Contact centers provide untapped VoC intelligence across the enterprise.
VoC analytics should drive customer-centric decision-making.
90%
of contact center managers expect higher demand for contact center analytics from every department.
80%
of contact center managers say there are barriers between the contact center and the rest of the organization.
INSIDER PERSPECTIVES
Read the Full Survey Report
State of the Contact Center 2022 Empowering the Contact Center as a Brand Guardian
