Trends Report

Many Firms Damage CX By Mismanaging Call Center Staffing And Performance

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

Summary

Customer service agents with skills and a connection to customers are worth the cost. Customers know when service representatives don’t care. If customer service calls are too short, they don’t solve problems. AI can learn to answer questions, but not without a team of human agents to train it.

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