Contact Centers: The State of The Customer Experience
Some companies get it right; when their customers call them, questions get answered, and problems get solved. It’s fast, simple, and builds customer loyalty.
Other businesses fail to make their customer experience seamless. Their teams struggle to manage call loads, can’t access the right information, or don’t have the authority to solve problems when they see them.
This report examines what the average company’s calls look like, what creates poor customer experiences, and how industry leaders achieve success.
Included in this report:
- Positive and negative agent behaviors
- Common friction points for customer journeys
- Common reasons that spark customer frustrations
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