The State of Customer Experience Survey 2020 Trend Report

During these unprecedented times, being able to provide customers with a great support experience can go a long way in building trust and loyalty. In order to do so, support leaders must identify the right set of tools, technologies, and features in order to digitally transform their contact center to meet the operational needs of their business and the expectations of their customers.

UJET partnered with Canam Research to survey contact center professionals for insights on the investments being made in customer experience, plans for implementing new technologies and channels, and how they are measuring success.

Some Key Survey Findings:

  1. About 1 out of 3 respondents said they are NOT CONFIDENT that they are providing a good experience for their customers.
  2. 58% of respondents said allowing customers to send photos, videos, and screenshots to agents in real-time is of high importance.
  3. More than 50% of respondents cited Agent Feedback as one of the tools they are using to monitor contact center efficiency and success.

Download the full report today to learn more about what support professionals are saying and the investments that are being made in order to ensure a successful and efficient contact center and customer experience.

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