episode where Kramer turns the tables on a late, apathetic cable guy by keeping him hanging on the phone and continually wasting his time. The cable guy is eventually reduced to tears, promising “no more 1 to 5. We’re gonna have appointments! And if we can’t make it, we’re gonna call you and tell you why!”It seems so simple. But anyone responsible for meeting or exceeding a customer’s expectations across all interactions—and delivering a great customer experience—will tell you it’s not so easy.
This technology also allows the role of the agent to evolve. Instead of repeatedly answering the same questions, they’re now empowered to handle complex inquiries and actually help people. Hyper-personalization is a key pillar of human-centric customer service. And that means more than just greeting a customer by name when they log in. It means knowing your customer and what they need in real time.
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