This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty. It also reveals some interesting trends in consumer expectations which vary considerably across geographical regions.

While most contact centers have typically been managed as a resource that responds to customers' requests for service, a significant opportunity exists for contact centers to be more proactive in building engaging relationships with their customers. 89% of consumers have indicated they would like to receive proactive communications from their suppliers.