“Applying AI-Based Customer Journey Orchestration For Customer Service”
A CCW Publication
By Matt Wujciak
“If I was to ask you which category would you think is most important to consumers when receiving customer service:
- accuracy of information and resolution
- speed and efficiency
- empathy
- supporting the customer where and when they want
- personalization
– Which would you say?
Most think speed and efficiency is the most important factor to consumers when receiving customer service. After all, no one likes waiting on hold, being transferred from agent to agent, channel to channel, or wasting time navigating a “frequently asked questions” page that never seems to answer your question.”
Read the full CCW article here
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