Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. Yet, this channel continues to be the bane of many customers’ existence. Are businesses not sick of hearing the same complaints over and over again? Are consumers not tired of complaining about the same things? If your call center still makes customers cringe when they dial into support, it’s time to take action. If you’re a customer who assumes the experience will be a bad one, then you’re setting yourself, and the call center up for failure.
The contact center must continue working towards perfecting the voice experience, and customers should not discount these efforts, because frankly we’re all a little tired of hearing the following: Continue reading
The call center can be a great resource for getting questions answered, but it’s typically not the most enjoyable experience. This is especially true because of the many different channels that give customers instant gratification – thus increasing the expectations for customer service. But that doesn’t mean the phone channel isn’t still a popular medium.
