“The best way to get started with fixing customer experience (CX) is to hear about issues from the “horse’s mouth,” namely, the customer. With our sponsorship, Forrester Consulting asked 5000 consumers, “What created the biggest pain when you contacted a business for customer service?” The lack of and inconsistency in agent knowledge turned out to be the biggest culprit, followed by the difficulty of finding relevant answers on company websites. The survey also revealed that younger consumers are far less forgiving of unknowledgeable agents.
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