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Report Finds Consumers Turning to Call Centers for Human Connection During Pandemic
According to the results of a study conducted by Genesys (News - Alert), evidence shows that feelings of human connection have dropped significantly in the last year. The study, titled Human Connections in Crisis, found that 2 out of 5 participants felt less connected to humans than they did prior to the pandemic. This lack of interaction has led many people to turn to call call centers for much needed conversation.
Digital technology has certainly been useful for work purposes, and can be a nice alternative for catching up with friends and family when trying to remain distant. But texting and email can only go so far, and many people are eagerly seeking real human interaction that can’t be substituted with messaging.
"At a time where physical distancing is causing many to feel isolated, consumers are attempting to reclaim some sense of themselves through unorthodox behaviors," said Tony Bates (News - Alert), CEO and Chair of Genesys. "The erosion of human connection has changed the relationship between consumers and companies. Businesses that lead with empathy in these moments will deliver meaningful experiences that build lasting relationships with their customers."
Genesys discovered that consumers who regularly use customer call centers are 20% more likely to report feeling more connected than those who do not. Automated services can provide businesses with convenience for various call operations, but the pandemic has created a new argument for incorporating more human experiences for better customer support.
Follow this link to view the full report and gain new perspectives on how consumers are responding to the pandemic.
Edited by Maurice Nagle