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Now more than ever, customer experience is essential. The COVID−19 pandemic crisis has put call centers front and center in helping customers get the most current and accurate information they need. It’s also revealed just how valuable a well-run call center is in making sure customers feel informed and valued. Today we’re starting to see early indications of a return to normal business patterns, but there are vital lessons to be learned from the pandemic on how to improve the customer experience in call centers moving forward.

Customer experience covers a customer’s entire journey with a brand, from first discovering a product or service to following up with the company after making a purchase. Unlike customer service, CX is focused on how the customer feels at all times during their interaction with a brand. Knowledge management is essential to an improved customer experience providing agents and customers with the right answers in the right time. Happy employees lead to happy customers.