An essential part of contact center leadership is understanding what customers need and want. How are their needs and expectations changing? For leaders, understanding customer expectations can seem like a daunting challenge. Fortunately, it’s not the guesswork that it might at first seem to be.

This video, from my LinkedIn Learning course “Contact Center Leadership,” provides a framework within which you can revisit and reassess your customers’ expectations.

Understanding customer needs and expectations from Contact Center Leadership by Brad Cleveland