The term contact center often evokes thoughts of a large office building, rows of desks, and agents lined up one-by-one answering an endless barrage of customer calls. While agents are still the heart of an organization’s customer service, the customer journey has evolved – 81% of customers prefer to solve any issue through self-service first when it comes to interacting with their favorite brands, a product of rapid digital adoption.
One-to-one interactions with agents provide a tailored experience when more complex support is needed, but increased digitization and the demand for instant gratification society-wide has driven many customers to attempt resolving issues themselves before reaching out for further assistance. Despite this growing trend, many businesses have various misconceptions about where today’s customers are turning to for help.
