Throughout the pandemic, one of the hardest hit areas of business has been the contact center. Starting with the sudden, wholesale shift from brick-and-mortar to a work-from-home model, contact centers and their agents were faced with enormous challenges to maintaining operations—all while being inundated with calls, texts, chats, emails, and even video interactions. The result was far from stellar for the majority of consumer brands, with many experiencing drops in customer satisfaction.
A Uniphore survey of U.S. consumers completed in November 2020 shows that hold times increased by 50% since March 2020, with more than half (53%) of consumers waiting more than 30 minutes to get a response. Is that truly the best that customer service organizations can do?
Read now to discover an automation roadmap for contact centers.