When customers say they’ve had a fantastic experience with your contact center, these two things influence that great opinion most.
More than 65% of customers in the American Express Global Customer Service Barometer survey say their opinion of the experience is most influenced by:
- friendly agents, and
- agents’ understanding of their concern and ability to fix it.
Customers point to an ongoing need for a good balance of soft skill and product knowledge training. Agents need kindness and strong problem-solving abilities to deliver exceptional experiences, researcher say.
Try this combination: Cover soft skills in interactive, role-playing training situations. Get in-house experts involved in product knowledge training.
