In this conversation with Steve Morrell we discuss the findings of a customer survey on contact center trends, focusing on the preference for phone support and the significance of human connection.
He highlights the value of empathy and listening skills in contact center agents, emphasizing the role of these qualities in providing effective customer service.
The conversation delves into the shift in customer channel preferences during the pandemic, the rise of AI-assisted agents, and the complex dynamics of channel choices.
Find the survey results here
https://www.contactbabel.com/exceeding-uk-customer-expectations