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CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

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July 21, 2022

CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends
CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

The pandemic drastically impacted customer service, for both consumers and businesses alike. For instance, many customers turned to voice as the new empathy channel during the pandemic. In fact, a Forrester Consulting study commissioned by CallMiner found that 68% of respondents admitted the phone has become the new empathy channel for customers, and most agreed that customer service representatives were dealing with more complex customer requests (67%) and emotionally charged customers (70%) than ever before.

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In addition to the increased demand for phone communication and the uptick in emotionally-charged conversations, wait times have also been on the rise. This is due in large part to most contact centers decreasing staff, as well as the learning curve presented when some customer service representatives were forced to now handle customer inquiries at home, instead of the traditional call center environment.

In case you missed it, our CTO Jeff Gallino recently joined Bloomberg Radio’s Money Minute with host Gina Cervetti to discuss these recent trends in customer service, and what consumers can expect from customer support in the near future.

CallMiner on Bloomberg Radio’s Money Minute

Podcast Transcript

Gina Cervetti, Bloomberg Radio

Jeff Gallino, CallMiner

Voiceover: It's time for news about your money with Gina Cervetti.

Gina Cervetti: When it comes to customer service, who hasn't been in Homer Simpson's shoes?

Voiceover (Homer Simpson): Your call is important to us. Please continue to hold.

Gina: And if it feels like you're waiting on the line longer these days, that's because you probably are. Call center analytics firm CallMiner says average service call lengths grew by several minutes since the pandemic started. Chief Technical Officer Jeff Gallino says job turnover is just one industry challenge. A study his firm commissioned last year found that the phone was a new lifeline for the pandemic weary.

Jeff Gallino: What we're seeing is that emotionality in calls has gone up across the board everywhere, and it doesn't seem to really be going away.

Gina: Gallino says wait times should improve as staffing picks up and as newer workers do come on board, they're bringing higher qualifications.

Jeff: I'd go so far as to say that we're going to start seeing more and more customer service, customer experience stuff offered in college.

Gina: And if you're stuck waiting for help

Jeff: If they're offering you an automated choice, try it. If it's a bad experience, they need to know that, too.

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Forrester: The Three Customer Service Megatrends in 2022

Learn what the experts at Forrester believe will be the tectonic shifts taking place for customer service and customer experience pros in 2022.