Americans spent over 900 million minutes on hold in 2022, highlighting the urgent need for better customer experience (CX) solutions. Black Box CX consultants offer strategies, products, and journey-mapping exercises to reduce or eliminate hold times. Miscommunication during calls costs contact centers over 300 million annually, with each repeated interaction averaging 33 cents. These issues negatively impact both customer and agent experiences. In today’s digital age, customers expect to connect with businesses on their own terms. Multi-channel support, whether through upgrading existing systems or moving to the cloud, is key to meeting these expectations.

Join for free to read