Efficiency is the very root of our modern society. The average human’s desire for efficiency is what has allowed us to exist in a world where we are starting to get things done more or less immediately, and it is responsible for the various technological innovations that have contributed to our amazing lifestyles with all things having been considered and taken into account. That said, it is important to note that efficiency is not everything and any business that relies on efficiency too much is never going to be able to gain the trust of the customers it needs to generate a reasonable amount of profit.
Now, you might be wondering at this point what you should be focusing on if not efficiency, particularly when it comes to things like contact centers. To start off with, we would like you to give this a look https://www.tmcnet.com/topics/articles/2020/11/11/447115-using-contact-centre-boost-efficiency-improve-customer-experience.htm. This would show you that efficiency is important but it should never come at the cost of the customer experience.
What this essentially means is that if you optimize efficiency a little too much then a lot of customers are going to feel underserved without a shadow of a doubt. They would feel like any agent they speak to is just going to want to get the call over with and that many of the questions they might have initially had are not really going to be addressed. There’s no point to a contact center that goes through queries really quickly. Instead, these centers need to try and find a way to make customers feel more satisfied. Every response needs to be optimized, and suffice it to say that quality is always better than quantity in this area.