Friendly Agents Are More Important Than Personalized Treatment: CCW Study

Another surprise: having customer service employees who are friendly and polite is more important to consumers than having agents know in advance who is calling or offering compensation when things go wrong, according to a survey from Customer Contact Week Digital. In fact, the only thing that’s more important than friendly agents is solving the problem quickly. Bad news: just 6% of consumers think unsolicited marketing emails are acceptable and 60% of companies say their phone agents get little or no information when a call is transferred to them from a self-service channel.