However, constant priority changes, new policy implementation, workplace disruption and budget realignment could result in gaps in customer service. Service costs are bound to increase, and poor customer experience could lead to attrition, thereby posing high revenue risk as well. • Reps are facing the challenge of addressing customer issues that they feel are more difficult in nature (e.g., financial hardship-related calls). • This has led to higher escalations and more redirects/call transfers, resulting in higher service costs. According to IBM, businesses can reduce customer service costs by up to 30% by implementing such solutions.

Source: Forbes July 20, 2020 11:48 UTC