An impending recession has forced customers to evaluate their accounts and call the contact center.
During challenging economic times, the contact center becomes even more critical. As inflation affects everyday purchases, customers look for ways to cut their budgets, understand their bills, and see where their money goes. Contact centers are valuable in providing personalized service and helping customers, especially during uncertain times.
To maintain flexibility in a recession, CX teams must look for the trifecta: solutions that cut costs, increase connection, and are easily scalable. In almost every case, that comes down to technology. Empowering customers with self-service tools and online resources makes it easier for customers to connect with the brand and saves money.To be recession-proof, something must be so ingrained in the company that it is unthinkable to remove.
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