Overhaul Digital Billing And Payment Experiences To Improve Customer Experiences

Customers are calling contact centers for basic and preventable reasons like making a payment. But companies often don’t have the insights they need to understand the extent of the problem or the organizational buy-in or alignment to get started. This report helps digital business professionals understand the most common reasons that customers make calls to contact centers about payments or bills, what pain points they experience, and how digital tools can make these experiences better in order to reduce call center volumes and improve customer payments.