Customer Experience News & Trends

Why customers would rather pay taxes than deal with this agent

Customers would rather pay taxes, visit the dentist or sit in a traffic jam than deal with this kind of agent.

More than 80% of customers would rather do any of those undesirable tasks than talk to an agent who can’t help them completely, an Amdocs survey found.

This is a case for more one-and-done service inquiries, if we’ve ever heard one.

To help agents handle more inquiries the first time:

  • Share one new training fact or tactic via email each day. Ask agents to take turns digging up details on products, industry or knowledge and share it.
  • Allow agents to shadow co-workers in other departments when time permits. The increased awareness of company processes will help them answer a broader spectrum of customer questions.

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