When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement.
Each year, Customer Contact Week (CCW) provides a good opportunity to get a pulse of the trends, possibilities and challenges of leading contact centers and customer experience organizations. With digital transformation changing the game in many areas of customer care, the event this July showcased just how far developments like automation, artificial intelligence and chatbots have come—but also just how critical the human element remains.
While technology offers exciting new options for enhancing the customer experience, and self-service platforms are increasing in popularity, CCW’s research points out that 78 percent of customers prefer the voice channel. Yet some companies go to great lengths to hide or even eliminate customer service hotlines even though strong evidence shows that improving
