3CLogic's Contact Center Blog

For business leaders and IT professionals looking to drive forward their organization’s digital transformation, ServiceNow’s annual Now at Work conference is a must-attend event. Whether in-person or digital, Now At Work is a great way to connect with others in the ServiceNow industry and is a prime opportunity to learn how to improve your processes and drive results. 

Today’s customers don’t just want tailored experiences, they expect them. This is even truer when they reach out to contact centers to receive support for an issue. Customers crave one-on-one interactions with agents who are empathetic to their frustrations and able to provide useful solutions.

When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. Fortunately, enterprise organizations are realizing the importance of changing this narrative and empowering their agents to deliver more positive and intimate customer experiences. 

When it comes to interacting with the public sector, citizens have high expectations. After all, agencies at the state, local, and federal levels are responsible for addressing their constituents’ needs. Unfortunately, people who reach out to the government to resolve their issues typically find the experience negative at best.

Data shows that an astonishing 80% of federal agencies score in the lowest two categories of customer experience (poor or very poor), according to Forrester. Those at the local and state level are in a similar situation.

But it doesn’t have to be this way. Digital solutions can vastly improve citizen services. The time to change has arrived – government agencies need to start embracing their digital transformation sooner rather than later.

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare.

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. What’s more, over 13% of respondents said that hold time, no matter how long, is unacceptable altogether.