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1、DATA SNAPSHOTGlobal Study:State of the ContactCenter Experience Moira Dorsey,XMPPrincipal XM CatalystBruce Temkin,CCXP,XMPHead of Qualtrics XM InstituteTalia QuaadgrasSenior Research AssociateJanuary Copyright 2023 Qualtrics.All rights reserved.KEY FINDINGS IN THIS REPORTAs part of our latest global

2、 consumer study,consumers from 29 countries rated their recent contactcenter experiences for overall satisfaction,wait time,as well as agent knowledge,empathy,andhelpfulness.They also told us about their loyalty inclinations after this contact center experience.Fromouranalysis,wefoundthat:+Under two

3、-thirds of customer service experiences are satisfactory.Across all countries,64%ofconsumers were satisfied with their customer service experience.Chinese consumers were satisfiedmost frequently,at 69%,whileArgentinianconsumersweresatisfiedleast frequently,at just 49%.+Consumers also rated the compo

4、nents of their contact center experience poorly.One-third werenot satisfied by the level of empathy their agent showed,while 45%were not satisfied by the length ofthewait timetheyencounteredduringtheirmost recent contact centerexperience.+Contact centers resolve under half of consumer issues.Just 46

5、%of consumers said that theywere able to fully resolve their issue.This number is lowest for Colombian and Argentinian consumers,forwhomunderone-thirdof all issueswerefullyresolvedthroughacontact center.+Satisfaction with a customer service experience is indicative of improved loyalty behaviors.Afte

6、r an overall satisfying experience,consumers are 5.2 times more likely to purchase more and 5.6times more likely to recommend an organization than if they did not have a satisfying experience.Thebenefits of delivering a satisfying customer service experience are largest in Europe,where consumersare