The days of robotic phone menus and scripted interactions with faceless agents are over. In the coming days (2024 and beyond), customer service is getting a full-fledged makeover, fueled by cutting-edge tech and a laser focus on building more profound, meaningful customer connections.
From a customer’s perspective, customer service is an experiential process, so it’s difficult to quantify. It can be good or bad, fast or slow, helpful or unhelpful, among other factors.
However, for organizations, it’s a different game altogether. With sophisticated customer service analytics and reporting tools available, Contact Centers can track and measure just about every metric that impacts the quality of their customer service. Measuring the key performance indicators (KPIs) helps Contact Centers improve the overall customer experience (CX), lower customer churn, and boost brand loyalty. However, the abundance of customer data can entice CX leaders to track everything, which leads to information overload and analysis paralysis.
At a time when customer experience (CX) is the single most exciting opportunity for brands globally, contact centers and agents, particularly will play a vital role in helping organizations unleash the true promise of CX.
