A labor shortage, higher expectations and zero patience are creating the perfect storm for customer service.
Customer experience has never played a bigger role than it does today. Consumer expectations for effortless, personal and quick interactions, which have already been rising, have increased even more since the pandemic, as the shift to digital has sped up ten-fold. Support is now a top consideration factor and even one poor experience can turn away even the most loyal customers for life.
Our report revealed the shocking reality of today’s customer service landscape and showcases the fact that businesses need to adapt their processes and invest in additional agent training to ensure customer satisfaction.