Organizations world over are struggling to retain customers due to poor Customer Service (CS). Call Centers, which are often the hubs of customer service, fall short of customer expectations simply because they are unable to give customers a simple and tangible experience. With an increase in customer service investments (YoY), suite of digital applications got built or added to the stack and over a period of time, organizations realized that this is cutting across productivity and efficiency of Customer Service employees.
There is a clear mismatch between what the current CS ecosystem offers and what the customers need, with little or no empowerment given to the agents to bridge this gap. This lack of empathy-driven and a scenario-driven mental model in understanding a customer’s query, results in the agent’s cognitive load as they struggle to balance between servicing the query and maintaining the call AHT.
Download this whitepaper to know how conversation-driven user experiences will help organizations empower the agent with digital skills to address the customer problem with empathy.