A long, long time ago…ok, maybe not that long ago, the only thing you expected from contact center agents was for them to provide quick solutions to pressing issues. But thanks to this fourth industrial revolution we’re having and new technology solutions, customers expect a digital experience when they contact support for assistance.
And whether you gamble or not, the stakes are pretty high. According to an Ovum survey on omni-channel support, 82% of consumers cited a bad customer experience as reason enough to stop doing business with a company. And to make matters more pressing, 45% of consumers expect a response to questions and issues in under one minute. Does the pizza delivery rule apply here – if it’s not there within 30 minutes its free? If only everything was so black and white. (more…)