There’s no one-size fits all approach to serving customers. Some people’s requests are more complex than others, some people are better-informed than others, and some are certainly more patient than others. Speed is of the essence, but it’s equally important to match customers to the best possible agent for their needs.
A high-quality customer experience has always been important for contact centers, but today it is one of your company’s greatest differentiators.
People interact with contact centers through a growing range of channels – phone, email, chatbots, and social media, to name a few – and expect the same standard of service across all these platforms. They also have less patience than ever. According to research from Hubspot, 90% of people say it’s important that they receive an “immediate” response when reaching out to customer service.