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When Contact Centers Fail

March 3, 2023

Via: No Jitter

Right up front, let me say that I understand why contact centers exist. But I dislike them intensely. In fact, to me, contact centers, although often providing an acceptable level of service at a higher level of efficiency than traditional customer service, occasionally fail. And when they do, they fail miserably. I am living with the learned experience of what happens when high-touch customer service is replaced by systems meant to optimize profits while minimizing customer experience. I thought I knew, as a seasoned industry professional, how to resolve these problems. Clearly, I was wrong.

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