Trends Report

To Meet Customers' Core Expectations, Human Customer Service Is The Path To CX Differentiation

February 26th, 2020

Summary

It’s easy to overlook customers’ most basic expectations without asking what they are. Customers expect to reach service teams quickly, but many firms disappoint. Even self-service help resources need to involve knowledgeable service teams to answer customer questions. Managing difficult conversations is a skill that agents can learn.

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