Medallia's report reveals five new customer expectations for contact centers: quick and convenient support, personalized service, human interaction with empathy, consistent quality to build loyalty, and opportunities to provide feedback. Sixty percent of consumers won’t spend over 10 minutes online before seeking other support, and 87% value empathetic agents. Personalized service matters deeply, with 95% wanting agents to understand their needs. More than half say a negative experience could push them toward competitors. Feedback is key—73% want to share it. Preferences vary by generation, with younger users more open to chatbots and older ones favoring live reps.

Join for free to read