How to Fix Customer Service

With online sites giving customers access to more information than ever before, the demands on the workers in customer contact service centers have changed.

Before reaching out to a live customer service representative, today most customers attempt to resolve issues themselves using self-service websites and kiosks. That has changed the volume of calls for many customer service centers, but it also has posed a new challenge: The issues that now make their way to the contact center reps tend to be more complex and harder to solve.