Customer expectations have changed. They are able to access most of the information they need on your web site or app. By the time someone calls, it is because they have a complicated question. They generally need directed to someone knowledgeable quickly and expect that person to be skilled and cordial while solving their problem.
Creating an exceptional customer experience requires much more than good people. It needs to have an excellent process to document and update the knowledge base of responses to questions, simplified call routing so customers can get to where they need quickly, and clearly defined escalation paths in the event the first representative is unable to solve the problem.
There is no such thing as set-it-and-forget-it anymore. You need a partner who is constantly willing to push you to make your service offering a little better. Your customers will thank you for it.