Call center agents interact with customers who had experienced service failures at other touchpoints

Call center agents often interact with customers who have experienced issues and service failures at other touchpoints, are angry and frustrated, and are in crisis.

"The emergence of digital self-help channels has made matters worse for contact centers. Customers can turn to online or chat channels to solve easy problems, leaving the thorniest requests for the contact center."

[HBR, The Agile Contact Center, 08/01/2019]