According to the 2016 Microsoft State of Global Customer Service Report almost half (44%) of global customers feel that it takes more effort for them, than it does for the brand, to resolve their issues. In the U.S. alone, it rises to 65%; in the UK, 72%. At Fonolo, we have a secret weapon for figuring out what companies are creating a social media frenzy of frustrated customers: onholdwith.com. The website tracks complaints on Twitter from people waiting on hold. Last year, we announced the ‘Top 25 Worst Hold Time Offenders of 2016’ and saw just how much this problem resonates with the American people. NBC, ABC 7on Your Side, turned to their community, and to the companies mentioned, to dig deeper into the issue. And we’ve turned this into an annual list; You can find this year’s worst companies to call right here. And we’re not done yet. Callers are still regularly experiencing long hold times and we won’t stop reporting until we put an end to this problem for good.
At Fonolo, we’re always on the look-out for new industry research, studies, surveys and whitepapers. It’s the only way to stay current on the many aspects of the fast-moving contact center industry. No doubt you’ve noticed that the popularity of “content marketing” has resulted in a dramatic increase in the quantity of content from vendors, analysts and industry groups. Sadly, that’s made it hard to find the quality among all the fluff.
