“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, it was the season of light, it was the season of darkness, it was the spring of hope, it was the winter of despair.” – Charles Dickens, “A Tale of Two Cities.”
So it is with customer service these days. Some experiences are better than ever; others are worse than ever.
You might think (given the maturity of the contact center) that recent migrations to the cloud, the introduction of artificial intelligence (AI), and all of the enhancements we hear about every day should improve all customer service, right? A rising tide should lift all boats, yet some boats have gaping holes and are sinking like rocks.
