Let’s face it, when your customers call they are not typically reaching out to thank your company or give a contact center agent a pat on the back. They are calling because there is an issue, a question, or a purchase that is about to be made and they need help. If they are calling about a problem, they are probably not in a patient mood. They just want a quick resolution.
When your customers call, how are they greeted and treated?
Gone are the days of a real person....