Customer Experience News & Trends

What influences customers’ opinion of you most?

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.

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