Trends Report

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

February 26th, 2020
Karine Cardona-Smits, null
Karine Cardona-Smits

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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