The contact center is key to keeping customers As inflation impacts purchasing power, competition for share of household income and budgets grows fiercer. Meanwhile, budget-constrained organizations often shift their focus in favor of retaining existing customers. Customer loyalty is harder fought for and easier lost than ever. Organizations can’t give valuable customers a reason to leave, which makes points of customer interaction, such as contact centers, critical. Contact center operators are smart to tune into the root causes of customer frustration and delight. These insights will allow them to maintain the service experience across channels and to quickly resolve issues. Striking the balance between customer experiences and behaviors helps professionals keep costs down without sacrificing loyalty.