Many contact centers strive to provide the best possible experience for their callers. As we all know, customers hate waiting on hold, but when spikes in call volume occur, abandon rates inevitably go up and customer satisfaction suffers.
This is especially true for the cable industry. Most consumers love to hate their cable providers. In fact, The American Customer Satisfaction Index released their latest study on customer satisfaction with cable TV, Internet and phone service providers, saying that the results declined to a seven-year low. Luckily, there’s a better way to service customers and smart cable companies are catching on!