Call centers aren’t what they used to be. Here’s how to capture the loyalty of increasingly demanding customers.The customer, so the saying goes, is always right—and these days it’s increasingly evident that customers don’t hesitate to flaunt their power. Assisted by technology, they wield unprecedented influence over the purchase of goods and services, as well as the ongoing care from the companies that offer them. Customers want service now: experiences marked by immediacy, personalization, and convenience. When they don’t receive it, substantial numbers defect, often after just one bad customer experience.