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A negative first impression can sour a customer relationship. Contact center agents intuitively know that providing excellent customer service requires the perfect blend of expertise, patience and most importantly, a solution.
Unfortunately, only 1 percent of consumers feel their expectations for a good customer experience are always met. One reason? Some contact centers have been slow to adopt omnichannel services. Another is they have insufficient language services in place, which can result in negative experiences for non-English speakers.
So, what do customers expect of a contact center today? Here are 5 stats about the customer experience and omnichannel communication.
The numbers don’t lie--customers are expecting a superior experience while engaging with contact centers through voice and text. To meet the demands of all customers, contact centers must develop and implement a clear omnichannel language strategy and be prepared to support non-English-speaking customers with effective language services.