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2023 Contact Centre Trends

2023 will be a challenging year for building and earning customer loyalty. This gives contact centres a tremendous opportunity to drive value: Get the service experience right, and you’ll set the stage for lasting loyalty and customer value. Get it wrong, and customers might head for the exits.

In partnership with Qualtrics XM Institute, we spoke to more than 33,000 consumers in 29 countries around the world to find out what contact centre leaders need to do to win in the year ahead.

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Our 2023 Contact Centre Trends report outlines:


  • The impact of agent empathy on loyalty and spend
  • What really matters to customers at a time when they expect more
  • The key focus areas for contact centres to prioritise in 2023

The world’s top brands trust Qualtrics to deliver breakthrough experiences