Qualtrics：2025年全球呼叫中心体验现状报告（英文版）（19页）.pdf

1、20 25State of the contact centerYOUR CX PLAYBOOK FOR THE YEAR AHEAD2 /Qualtrics State of the Contact Center 2025 /ContentsContents34910131518Meet the ExpertsOverview5 Year Look AheadTrend 1/AI-powered agent assistanceTrend 2/Next-level customer intelligenceTrend 3/Feedback falls to a new lowMethodol

2、ogy3 /Qualtrics State of the Contact Center 2025 /Meet the expertsLeonie Brown Lead Product Scientist,Customer Care,QualtricsBrandon Hanson Contact Center Practice Leader QualtricsLisa Fairbanks Global Head,Customer Experience and GTM,AWS Isabelle Zdatny Head of Thought Leadership Qualtrics XM Insti

3、tuteMoira Dorsey Head of Qualtrics XM Institute Talia Quaadgras Research Program Manager Qualtrics XM InstituteMeet the experts4 /Qualtrics State of the Contact Center 2025 /OverviewCONSUMERS WILL WALKAFTER A BAD EXPERIENCE2025202453%+2.7%PTS FROM 2024OF BAD EXPERIENCES RESULT IN CUSTOMERS CUTTING S

4、PEND AT A GLANCETHE STATE OF CUSTOMER EXPERIENCE+2.6%PTSFROM 2023KNOWLEDGE66%+1.4%PTSFROM 2023HELPFULNESS68%STATE OF THE CONTACT CENTER IN 2025 Contact center experiences are improving,but the stakes are highOur biennial contact center research a survey of over 23,000 consumers and 3,072 employees,d

5、iving into the state of contact center experiences around the world showed that consumers are happier with their contact center experiences in 2025.But,you cannot afford to stand still as consumers are still pushing for better.If you fail to meet those rising expectations?Youll be punished,immediate

6、ly.Over 1 in 2 bad experiences result in customers cutting their spend(53%).5 /Qualtrics State of the Contact Center 2025 /OverviewLong wait times and low FCR rates?Youre leaving money on the tableWhen consumers are satisfied with wait times,they are much more likely to trust,repurchase from,and rec