2021 TCN Consumer Survey Results

Our annual Consumer Insights about Customer Service survey results showed some interesting and telling results about the future of the contact center and the customer experience.

We found that most people today have a positive view of contact centers, call centers and customer service. While many contact centers have focused on enabling new communication channels with technology and automation — including email, chatbots, SMS texting and social media — our survey finds that human interaction in customer service is more important than ever.