{"id":4408,"date":"2021-11-18T09:58:17","date_gmt":"2021-11-18T09:58:17","guid":{"rendered":"https:\/\/ruf-beratung.de\/?page_id=4408"},"modified":"2026-02-05T10:17:23","modified_gmt":"2026-02-05T09:17:23","slug":"trend-studie-contact-center","status":"publish","type":"page","link":"https:\/\/ruf-beratung.de\/?page_id=4408","title":{"rendered":"Trend-Studie Contact Center 2026"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"4408\" class=\"elementor elementor-4408\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-368c4b3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"368c4b3\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-be785ef\" data-id=\"be785ef\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a51758c elementor-widget elementor-widget-spacer\" data-id=\"a51758c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5e5cf528 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5e5cf528\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-11b3a58b\" data-id=\"11b3a58b\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7d2f91a2 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"7d2f91a2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Trend-Studie Contact Center 2026<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d2b611c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d2b611c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-52c8eff\" data-id=\"52c8eff\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a91d65a elementor-widget elementor-widget-image\" data-id=\"a91d65a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"768\" height=\"385\" src=\"https:\/\/ruf-beratung.de\/wp-content\/uploads\/2025\/12\/Trendstudie_2025-26_Logos_neu-1-768x385.jpg\" class=\"attachment-medium_large size-medium_large wp-image-14211\" alt=\"Vorstellung Trend-Studie Contact Center 2025\/26\" srcset=\"https:\/\/ruf-beratung.de\/wp-content\/uploads\/2025\/12\/Trendstudie_2025-26_Logos_neu-1-768x385.jpg 768w, https:\/\/ruf-beratung.de\/wp-content\/uploads\/2025\/12\/Trendstudie_2025-26_Logos_neu-1-340x170.jpg 340w, https:\/\/ruf-beratung.de\/wp-content\/uploads\/2025\/12\/Trendstudie_2025-26_Logos_neu-1-1024x513.jpg 1024w, https:\/\/ruf-beratung.de\/wp-content\/uploads\/2025\/12\/Trendstudie_2025-26_Logos_neu-1-200x100.jpg 200w, https:\/\/ruf-beratung.de\/wp-content\/uploads\/2025\/12\/Trendstudie_2025-26_Logos_neu-1-1536x770.jpg 1536w, https:\/\/ruf-beratung.de\/wp-content\/uploads\/2025\/12\/Trendstudie_2025-26_Logos_neu-1-2048x1027.jpg 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ebe3750 elementor-widget elementor-widget-text-editor\" data-id=\"ebe3750\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h1 style=\"text-align: center;\">&nbsp;Trend-Studie Contact Center<br>Insights nutzen und Contact Center strategischer aufstellen!<\/h1>\n<p>Seit 2019 bieten wir mit der Trend-Studie einen j\u00e4hrlich wiederkehrenden Blick auf den Kundenservice und folgen dabei dem Motto: \u201cVon Experten f\u00fcr Experten\u201c. Wir zeigen auf, wie sich Menschen, Prozesse und Technologien im Lauf der Jahre ver\u00e4ndern. Jede Ausgabe erz\u00e4hlt ein St\u00fcck Zeitgeschichte \u2013 \u00fcber Covid, Energiekrise und KI k\u00f6nnen wir nun \u00fcber die Jahre die Auswirkungen auf den Kundenservice aufzeigen.<\/p>\n<p>Die Trendstudie Contact Center 2026 zeigt eine Branche in einer Phase der strategischen Neuordnung. Der Kundenservice steht unter anhaltendem Kosten- und Effizienzdruck, gleichzeitig steigen die Erwartungen an Qualit\u00e4t, Geschwindigkeit und Kompetenz deutlich. Mit 399 Teilnehmern liefert die Studie eine belastbare Grundlage, um aktuelle Priorit\u00e4ten und Reifegrade realistisch einzuordnen.<\/p><h6 style=\"text-align: center;\"><strong>Registrieren Sie sich hier, um die Studie kostenlos zu erhalten.<\/strong><br><strong>F\u00fcllen Sie dazu das untenstehende Formular aus.<\/strong><\/h6>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-dc0e33a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dc0e33a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-4d1bb42\" data-id=\"4d1bb42\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap 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       } else {            triggerPostRender();        }    } );} );\n<\/script>\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1d6113b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1d6113b\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;animation&quot;:&quot;none&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-9a8bedb\" data-id=\"9a8bedb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e0d9cb6 elementor-widget elementor-widget-text-editor\" data-id=\"e0d9cb6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>90% Kundenzufriedenheit<\/h3><p>Die Kundenzufriedenheit r\u00fcckt wieder st\u00e4rker in den Fokus, nachdem zuletzt das Thema Effizienz fast alles \u00fcberlagert hatte und erreicht den zweith\u00f6chsten Wert seit 2019.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-96fa325\" data-id=\"96fa325\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-92e9956 elementor-widget elementor-widget-text-editor\" data-id=\"92e9956\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>30% Kontaktvermeidung<\/h3><p>Kontaktvermeidung verliert an Relevanz, Umsatzsteigerung r\u00fcckt erneut st\u00e4rker in den Fokus. Dies deutet auf ein wachsendes Verst\u00e4ndnis des Kundenservice als wertsch\u00f6pfenden Bestandteil der Organisation hin \u2013 nicht mehr ausschlie\u00dflich als Kostenfaktor.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-1947e08\" data-id=\"1947e08\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1918b68 elementor-widget elementor-widget-text-editor\" data-id=\"1918b68\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>45% Mitarbeiterzufriedenheit<\/h3><p>Die Bedeutung der Mitarbeiterzufriedenheit erreicht jetzt 45 Prozent, bleibt aber weiter unter fr\u00fcheren Werten zur\u00fcck. Unternehmen mit Schwerpunkt auf Mitarbeiterzufriedenheit nutzen verst\u00e4rkt entlastende Kan\u00e4le wie Webchat und Voicebots, um manuelle Arbeit zu reduzieren.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-543cd32\" data-id=\"543cd32\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-048b079 elementor-widget elementor-widget-text-editor\" data-id=\"048b079\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>75% Effizienzgewinn<\/h3><p>Das Ziel Effizienzgewinn ist weiter hochrelevant. Die Bedeutung des Effizienzgewinns war zuletzt schon recht stark gestiegen und erreicht jetzt mit 75 Prozent den klaren H\u00f6chstwert der gesamten Zeitreihe.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4cb57b7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4cb57b7\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ce30977\" data-id=\"ce30977\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ee23b5a elementor-button-info elementor-align-center elementor-invisible elementor-widget elementor-widget-button\" data-id=\"ee23b5a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInDown&quot;}\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.i-cem.de\/cx-kompass\/trend-studie-contact-center-2025\/2026-entwicklungen-im-kundenservice?utm_medium=email&#038;_hsenc=p2ANqtz-8mz50Z0S0Z2L3CT7eOkC86IfJBZ54E_hebT9fJ6mgVfa3mz5x15_WxgT2lAtB4k60jyTCNGDytWMTAVHdDvzLiByAotA&#038;_hsmi=400567833&#038;utm_content=400567833&#038;utm_source=hs_email\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-book-reader\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">BLOG ARTIKEL - Trend-Studie Contact Center 2025\/2026 - Entwicklungen Im Kundenservice<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-45f470f elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"45f470f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c78f3e2\" data-id=\"c78f3e2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-25bb785 elementor-widget__width-initial elementor-widget elementor-widget-video\" data-id=\"25bb785\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/T7_T3QLHm8g?si=LICe4HNXxMH_7WR7&quot;,&quot;cc_load_policy&quot;:&quot;yes&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t<div class=\"gsp_post_data\" \r\n\t            data-post_type=\"page\" \r\n\t            data-cat=\"\" \r\n\t            data-modified=\"120\"\r\n\t            data-created=\"1637229497\"\r\n\t            data-title=\"Trend-Studie Contact Center 2026\" \r\n\t            data-home=\"https:\/\/ruf-beratung.de\"><\/div>","protected":false},"excerpt":{"rendered":"<p>&nbsp;Trend-Studie Contact CenterInsights nutzen und Contact Center strategischer aufstellen! Seit 2019 bieten wir mit der Trend-Studie einen j\u00e4hrlich wiederkehrenden Blick [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":14211,"parent":2969,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4408","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - 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