Exceeding Customer Expectations UK - Telephony still critical

In this conversation with Steve Morrell we discuss the findings of a customer survey on contact center trends, focusing on the preference for phone support and the significance of human connection. <br/>He highlights the value of empathy and listening skills in contact center agents, emphasizing the role of these qualities in providing effective customer service. <br/>The conversation delves into the shift in customer channel preferences during the pandemic, the rise of AI-assisted agents, and the complex dynamics of channel choices. <br/><br/>Find the survey results here<br/>https://www.contactbabel.com/exceeding-uk-customer-expectations