Trends Report

Human Customer Service Is An Opportunity Center — Not A Cost Center

February 19th, 2020
Karine Cardona-Smits, null
Karine Cardona-Smits


There is an empirical connection between human customer service and loyalty. Agents’ thoroughness, timeliness, and power to escalate issues connect to CX quality. Great human representatives uncover needs and make sales that chatbots can’t. Humans understand complex issues and patterns in customer behavior that are beyond the capabilities of chatbots.

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