Long wait times, dropped calls, repeating a single problem dozens of
times – one could write a novella about the countless pain points of
To customers, these pain points are, well, painful.
To companies, they’re a necessary part of doing business.
When you’re a multibillion-dollar brand with hundreds of locations
worldwide, scale equals survival. Call centers are the epitome of scale. Fixated on efficiency, many companies forget what it’s like to be on the other end of the line.
They forget about the customer experience.