Longer, More Complicated. But Better?
05 Apr 2019
This research comes from Contact Babel, drawing on its 15 years of research into customer experience and contact centres.
That finding should come as no surprise to most organisations that can testify that a combination of factors includiing:
Increased self-service
New and extended propositions
More use of subscription and continuous payment models
All mean that when a customer does seek out person-to-person help their query is likely to be complex and require skilled insight, support and empathy from the person they engage with.
Is that always the case?
Not always, but as consumer expectations also rise it needs to be!
You can see some more resaerch findings by watching ContactBabel's 5 minute video here:
www.youtube.com/watch?v=SoI4LPFmxPU&feature=youtu.be
Steve Sullivan
Channel Doctors
Founder - Channel Doctors & Vice Chair of DMA's Contact Centre Council
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