In an era where “the customer is always right” (at least they are when they share their stories on social media), it’s easy to overlook just how difficult it is to be a customer service rep. Far from being a glamorous job, CSRs often have to choose between conflicting priorities – resolving issues on the first call, keeping handle times low, and keeping customers ‘happy’, to name but a few. The modern contact center is a pressure cooker, where every minute counts.
With this in mind, it should come as no surprise that, just like consumers, CSRs have pet peeves, too. For a change, let’s have a look at what makes for a poor service experience, from the agent’s point of view. Continue reading