In times of high anxiety, delivering human customer service experiences has never been more important. An anxious traveler may be calling an airline company about their flight delay or an anxious patient may be experiencing a painful ear infection, regardless of the scenario, contact center agents must be equipped with the right tools to help customers efficiently during spikes in call volume and have the time to empathize with nervous customers. According to the Five9 Customer Service Index, 56% of consumers prefer to contact your organization over the phone, regardless of age. 52% of males and 46% of females of millennials through retirees still prefer to use the phone. During times of urgency, this percentage is expected to increase as consumers are more likely to want to talk to a live human more quickly when they are anxious, rather than waiting for an email or chat response. Below are 3 ways that will empower customer service agents to remove mundane tasks and give them back the time to empathize with anxious customers during peak demand.
First thing's first. Move your contact center to the cloud. By moving your contact center to the cloud, you can speed up digital transformation to enable the omnichannel experience and to deploy an IVA that will take your customer service to the next level. Additionally, getting your data house in order via the cloud is the only way to prepare for the future advancements that artificial intelligence (AI) is expected to bring in the future. For more information regarding contact center AI, join our sponsored CMSWire webinar with Seth Earley, CEO of Earley Information Science and Darryl Addington, Director of Product Marketing at Five9, on April 8th at 10 AM PT to learn about AI strategies that will help your agents deliver more human customer experiences.
Nicole Friedrich is a Marketing Coordinator on the demand generation team at Five9. Prior to joining Five9, Nicole worked in various government agencies and graduated from Chapman University with a Master in International Business Administration in 2017.
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