Achieving Personalized Contact Center Experiences

Personalization is changing the retail landscape. But how can this powerful tool be realized in customer service?

In the past, contact centers have used a one-size-fits-all approach. This made sense for the sheer size and scale of operations. But today, people expect more when interacting with their favorite brands. According to McKinsey, 71% of customers want personalization, and 76% get frustrated when companies aren’t able to provide this.