Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable. According to Gartner, by 2017, 50% of consumer product investments will be redirected to customer experience innovations. Undoubtedly, some of them will be directed to improving the customer service agent training. After all, 78% of consumers agree that competent customer service reps are most responsible for happy customer experience. Good training not only boosts productivity, but ensures a higher quality of customer service, which leads to more satisfied customers, increased customer loyalty, and happier employees as well. The benefits are innumerable.
Continue reading
