NBC Nightly news & poor service at call centers....
Take a look at this recent spot on NBC nightly news around “engineered” poor service at call centers.
“Within your contact center, you recognize the importance of great customer service experiences, but many of you lack all the tools, resources, and insights to provide the best service possible. In fact, 2015 research from ICMI discovered that 92% of customer service managers thought that their agent’s resources could be more efficient, and 74% acknowledged that company procedures prevented their agents from providing the best customer service experience. This research recently caught the attention of The New York Times, NBC Nightly News, and numerous other media outlets. “
Article written by ICMI:
Hoho - thanks for sharing.