Head of marketing at Lightico. Proven business leader driving tech in enterprises. Born into Fortune 500s — now building tech companies.
When customers call a contact center, the last thing they expect is to be delighted. They brace themselves for complicated and annoying IVRs, multiple conversations with multiple agents and lengthy procedures. Unfortunately, this is what usually comes to pass.
However, it’s not only the customer who pays the price for disjointed call center processes; the business itself loses out when that customer is forced to make repeat calls, listen to lengthy compliance scripts or read off payment information.
Delighting customers isn’t just a matter of good CX — it makes good business sense and helps boost common call center KPIs. Here, we’ll explore how call centers can improve efficiencies and streamline the end-to-end call center experience.
Hang Up On Long Call Center Waits And Painfully Slow Calls