Contact centers today are more demanding than ever. We as consumers are different. Accustomed to often seamless online service, already high expectations are continually growing. People have less patience, feel more pressed for time, and demand instant gratification and quick resolutions. If customers can, they will use easy, self-service channels. And if their issues are not resolved there and routed to an agent, it means their problems are going to inevitably be more complex and frustrating.
Customers want and need to have a great experience with a company. Simply put, good experience builds loyalty, bad experience drives them off. According to a PWC survey, among U.S. customers, 65% find a positive experience with a brand to be more influential than great advertising. Also, 1 in 3 customers will walk away from a brand they love after just one bad experience, which means companies must get it right up front.