Author: Rob Mills

When you interact with a company’s customer service, would you rather the person you’re dealing with help with your inquiry, or spend time fumbling with systems and tasks? If you’re like me, I want to get my problem or question handled correctly first go and be provided a solution that gives me satisfaction and closure. Many organisations, however, are still trying to figure out the best way to not only provide customer service agents with the solutions they need to be successful, but also how to give customers the experiences they expect. The challenge is that customer expectations are changing.…