Customer satisfaction is considered the most important performance metric by more than 60% of customer service managers, yet the global "switching economy"—or the potential revenue up for grabs due to consumer switching patterns—is at an all-time high at $1.6 trillion (up 29% since 2010), indicating that a large portion of today's consumers are not as satisfied with those companies serving them as one would assume. In fact while 80% of companies believe they are delivering a superior customer experience, only 8% of consumers agree. How can one bridge the gap, and deliver on the expectations of today's consumers? Check-out our recent infographic for a few ideas on how to deliver better service in the call center:
