Our latest customer research

Is your contact center ready to win with the customers of 2021?

In 2020, we surveyed 5,000 consumers across the globe, twice. Our research revealed that their preferences—and expectations—rapidly evolved. If your 2021 goals include improving customer satisfaction, net promoter scores, or first call resolution, this report is for you. Inside, you'll find:

• A scorecard of consumer channel preferences across industries and scenarios—and how these changed as a result of the pandemic
• The two top frustrations that nearly everyone agreed on, and what it means for keeping customers (and agents) happy in the new normal
• How Vonage Contact Center can help you deliver experiences that keep today's customers loyal and your agents satisfied