Summary of Customer Service Research

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include:

  • The demand for omni-channel is pervasive
  • Initial IVR systems need to be clearer and more efficient
  • Millennials’ intolerance for just about any slip up is growing
  • Clearly explaining the process to fix a problem and then actually resolving issues are most important to customers
  • Finding a way to “be more human” may be a differentiator for your contact center

This article is no longer available, but you can find other resources from Sharpen here.

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