March 21, 2018

 Most of us have had a poor experience from a contact centre at some point. Whether it involved having to go through long-winded, laborious menus that will supposedly get us the right person or having to repeat information numerous times to different members of staff, it can be very frustrating – but does it really need to be? Are customers’ expectations so insurmountable?

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What do customers want from contact centres?

In short, they want their requirements met in a timely and professional manner, whether that’s paying a bill, asking a question or placing an order. That can’t be too difficult, can it?

Without always being conscious of it, most customers have two levels of expectations in their minds: one that would meet their expectation and one that would exceed it. Those companies that regularly exceed expectations tend to fare better than those that do not.

According to a …