Customer Contact Network New Zealand (CCNNZ) is advising call centers to prioritize customer care over speed of service. The focus on fast service, m
Customer Contact Network New Zealand (CCNNZ) is advising call centers to prioritize customer care over speed of service. The focus on fast service, measured by metrics like average handling time, can lead to poor customer experiences. CCNNZ suggests that customers are willing to tolerate longer wait times if their issues are resolved satisfactorily. The call center industry is encouraged to shift its focus from speed metrics to overall customer experience, which can lead to improved customer retention and employee satisfaction. CCNNZ also highlights the potential role of AI in finding a balance between speed and service quality.
Source RNZ
