White Papers

Exceeding US Customer Expectations 2023-24 [ContactBabel]


Ever wish you had a magic mirror to tell you what customers expect so you can provide exceptional CX? Now you do. This new in-depth 73-page report from ContactBabel identifies the frontline issues that most impact customers today and provides insight into factors driving their decisions.

Based on a survey of 1,000 consumers, “Exceeding US Customer Expectations” is essential reading for CX leaders. The report puts the customer experience at the heart of the decision-making process, quantifying the effect of customers’ choices and opinions on performance and profitability.

Here are some of the key customer insights the survey reveals:

  • 61% of survey respondents wanted issues solved the first time
  • 54% said they prefer shorter wait times in call queues
  • 31% desire a choice of which service channels they use

The report also offers actionable advice for CX leaders:

  • Offer the right channel at the right time to the right customers
  • Reduce customer effort while managing costs
  • Support and empower agents so they can support customers

Discover what your customers want so you can improve outcomes and build lifetime loyalty.

White Papers

Are you always on? Survey says: Meet customer expectations anywhere, anytime

Delivering an efficient, personalized customer experience during every interaction should be a contact center’s main goal.

White Papers

Listen up: Get a 360-Degree View of Interactions to Elevate Customer Experiences

Feedback is essential to understanding customer needs and desires. Circling back to close the loop with your customers using a comprehensive, mature Voice of the Customer (VOC) program amplifies the reach and value of your business’s CX initiative and ultimately improves customer retention.