Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” In fact, a recent report by Indiana University’s Kelley School of Business revealed that a wide cross-section of industries often overestimate their customers’ satisfaction. This leads them to rely on unrealistic expectations when making marketing decisions and allocating resources to address marketplace issues.
A recent report discussing the 
The philosophy “Keeping up with the Joneses” relates to the need to stay up-to-date with the latest trends and the greatest benchmarks. For customer service professionals, ‘the Joneses’ are your customers, your industry, and your competitors. With technology constantly evolving and consumer behaviour consistently on the prowl for change, the modern call center MUST keep up.
I think it’s fair to say that the busier you are, the higher the likelihood for error. When you’re managing and juggling more things than normal, mistakes are of course inevitable. Now let’s think about the environment of a call center. You can almost sum it up in one word – volatile. Unexpected peaks in call volume, workforce personnel constantly changing, fluctuations in consumer demands, and the list goes on. The contact center space is in a constant state of change and is expected to keep up every step of the way. But, just like anything else that’s full of activity, errors are bound to occur.
The 
In 2013, CCMC and NOVA1 Contact Centers conducted a 
The customer experience is integral to the success of any business, but with competition stacking up across every industry, improving CX has become more important today than ever before.
If you make a list of life’s most important lessons, odds are this one is near the top: “No matter how good you are at something, there’s always someone better“.
Increasingly, companies are recognizing the importance of customer service to their business. Once seen as just a “
Sounds good, doesn’t it– a single, focused strategy that produces a dramatic increase in customer experience for your brand? If only it was that easy.
