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I had a call last week with a client who reached out to Heart of the Customer with a business problem they were trying to tackle.

Despite a portal update that was well received internally, an unexpectedly high number of customers continued to call their contact center to resolve issues.

“I really don’t get it,” she shared with me. “The answers to all of their questions are right there. They could solve it in 20 seconds on the portal, whereas a phone call takes minutes just to authenticate them. Not to mention that it costs us a ton more!” (more…)