There’s no denying that good customer service plays a major role in business success. In today’s multichannel environment, it’s more critical than ever to provide customers with a personalized and seamless experience. For many, that means interaction with another human. In fact, even with an array of self-service options available, Forrester reported that 45percent of buyers require person-to-person contact.
And yet, according to a recent survey, only 30 percent of customer service professionals think their company provides sufficient resources for them to effectively do their job. Why are we experiencing this glaring chasm that separates the results companies want and the means they are using to get there (or not to get there, as the case appears to be)?