HR GENIUS BLOG
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Contact centers are changing.
Customer experience, the industry fell in love with that simple buzzword. But to be frank, this phrase means much more, it’s not just a hyped up fancy name for “customer service”.
Customer experience is about empathy, stop and think how is your service process effecting the daily lives of customers?
Are they being forced to jump through additional hoops which they percieve as “wasted time” ?
Or perhaps, customer centricity is not a new concept and your contact center agents are reassuring, polite and furthermore empathetic?
Remember that this is a new concept for a task focused and metric oriented environment, but it’s a step in the right direction.