[nonstopdev]

I’ve been in the contact center consulting space for years and unfortunately, some industries just know there aren’t many alternatives or the effort to move somewhere is so high they really don’t need to strive to make the customer feel special or welcome.

Airlines, internet providers, larger companies like Amazon and Meta can run on such low quality support because face it, most people will continue to use them.

Coinbase even offers “24/7 priority support” if you subscribe to their monthly plan.

The industry is a mess but companies are starting to move the traditional contact center as you mentioned focused on just limiting the complaints and placing a bandaid on the problems to make them go away and turning into a fully personalized experience where calls and feedback help feed the entire customer experience. Metrics typically looked at such as higher hold times are not as highly weighted as the reasons and how often someone is calling and helping really drive a lot of companies in a positive way.