To maintain and increase profits, retailers need to build brand equity and cultivate loyal consumers. This means staying relevant to target customers while providing them with easy, empathetic experiences. 

But customer service and contact center strategies that focus on efficiencies like average handle time or time to resolution don’t help brands get the results they want.

Statistics show that prioritizing customer happiness will boost loyalty. According to Forrester, 76% of customers said they’ll keep their business with a brand that makes them feel appreciated.

In an age where customer experience matters most, it’s time to shift the mindset of customer service and the contact center from efficiency to building better customer relationships. 

In this playbook, we highlight how to focus less on average handle time and more on making sure your customers:

• Feel heard
• Receive the service they want in easy, fluid ways
• Get their problems resolved quickly and correctly

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