The problems with most company-customer interaction, for me, boil down to empowerment and integration.
To use the canonical example of "internet service support call," most issues are because the rep either can't do what you're asking (e.g. process a disconnect without asking for a reason) or because they have no visibility into the thing you're asking about (e.g. technician rolls).
I honestly think we'd be in a better place if companies freed up funding (from contact center worker salary) to work on those problems (enhancing empowerment and systems integration).
To use the canonical example of "internet service support call," most issues are because the rep either can't do what you're asking (e.g. process a disconnect without asking for a reason) or because they have no visibility into the thing you're asking about (e.g. technician rolls).
I honestly think we'd be in a better place if companies freed up funding (from contact center worker salary) to work on those problems (enhancing empowerment and systems integration).