Customers are handling more issues themselves with self-service options before they reach out to a live-service channel. This means that more complex and hard-to-answer questions are coming to your reps. Are they prepared to answer them?
Of the seven customer rep profiles that exist, controllers are best at providing low-effort service that can answer those questions. Unfortunately, current hiring practices only seek them out 2% of the time. Learn more about the profiles, and how they perform, by downloading our infographic.