Do Customers Really Prefer Live Agents?



Customers appreciate contact center agents who empathize, act quickly, and don't follow scripts, but there are call quality indicators that impact customer satisfaction when callers seek help from companies, according to a survey by Clutch, a 2B research and reviews firm.

The research found that consumers who call businesses or medical organizations automatically assume that they're talking to a call center agent if their issue isn't handled with speed, empathy, and real conversation.