Posts by Zach Morrison

Customer service expectations have changed significantly in the last few years. Modern consumers expect quick response times, personalized interactions, and seamless omnichannel experiences. Failing to meet customer expectations, whether due to inadequate technology or unprepared agents, can be detrimental to your brand, as 90% of consumers consider customer service a crucial factor when deciding whether to do business with a company.

Contact Centers play a crucial role in ensuring customer satisfaction and maintaining a positive image for your brand. However, managing a contact center can be a challenging task, especially for supervisors who are responsible for ensuring its smooth operation, despite facing high call volumes often with limited agent resources and tight budgets to invest in proper training and tools. 

Customers expect prompt and efficient service when they reach out to a company which can be hindered by long hold-times in the contact center – a frustrating part of the customer experience.