InMoment：2025年亚太地区联络中心趋势报告（英文版）

It starts the same way every time. A frustrated customer stuck on hold, waiting for an agent to solve a problem that shouldn’t exist in the first place. Your contact centre is flooded with calls like these—repeat complaints, preventable issues, and friction points that could have been resolved long before a customer ever picked up the phone. And the worst part? These calls aren’t just frustrating for customers; they’re expensive. Every unnecessary conversation chips away at margins, burns out