3 min read.Updated: 10 May 2022, 11:11 PM ISTRashi Gupta
Excessive use of automation can leave customers frustrated in emergency situations
What is the most elementary business proverb? The straightforward response is: ‘Customer is king’. Hence, businesses invest significant energies towards designing their products or solutions that please the king. But unfortunately, the royal experience often gets broken as soon as customers reach out to the contact centre of their favourite brand for any query or troubleshooting. This glitch is due to many reasons, including overburdened contact centre agents, lack of contextual data about previous customer engagements, or simply too long waiting in the queue before the call gets a response.