Uncover opportunities to raise customers’ experience of your brand and focus on what matters most. Ed Creasey charts the major new insights from Calabrio’s latest research.

Our 2022 State of the Contact Centre survey at Calabrio makes it clear that the defining themes of the pandemic are here to stay. What’s more, this year, we went deeper. We surveyed both contact centre managers and a broad range of consumers from around the world. This novel approach revealed a vast 30-point gap between internal and external perceptions, something that just isn’t visible in many contact centre surveys.

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This article was first published in the 2023 Best Practice Guide - Strength in Numbers: The Value of Community

To download a full digital copy of the Best Practice Guide, click here.