It’s no longer enough for customer support teams to react passively to events. They need to be “incident commanders.” Today, little is being done to empower customer service agents to ‘own’ customer incidents end-to-end. According to Microsoft, 58% of consumers believe customer service affects their choice of brand, and 61% have gone elsewhere because of poor service. Customer support is no longer about reacting to customer complaints, passing them on to technical teams and hoping for the best. Next, ensure customer service and engineering teams are working in sync to drive cost efficiencies and productivity.

Source: Forbes April 16, 2021 12:22 UTC