Personalize Customer Experience
It’s projected that 59% of customers think personalization has a significant influence on what they buy. If that’s the case, personalizing CX can greatly improve customer loyalty. Contact centers can accomplish this by analyzing prior queries and service requests to determine customer behavior, thereby tailoring interactions. Also, 2022 may be the year to incorporate automation to handle mundane tasks. It frees up agents to handle one-on-one customer interactions, consequently improving the customer experience.
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