Prepared Agents in the New Contact Center
How can you best prepare your agents for the modern CX landscape?
Contact centers today are more demanding than ever. We as consumers are different. Accustomed to often seamless online service, already high expectations are continually growing. People have less patience, feel more pressed for time, and demand instant gratification and quick resolutions. If customers can, they will use easy, self-service channels. And if their issues are not resolved there and routed to an agent, it means their problems are going to inevitably be more complex and frustrating.