The telephone is the most popular method for customer support. According to Forrester Research, 69% of US consumers still use the phone for customer service.
In an era of instant gratification, service expectations are much higher which makes customers tougher to please. Megan Burns of Forrester Research states, “They’re accustomed to more options, greater control, and a worldwide platform to tell others what they think about the way brands treat them.” Not surprisingly, only 37% of brands were rated good or excellent in The Customer Experience Index 2012.
Calling any contact center is a customer nightmare, so let’s examine three of the biggest culprits and what you can do about them.