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Do employees at your customer service call center feel like they’re dealing with more frustrated customers than ever before?
New research from Mattersight offers some insights into why this might be. According to Mattersight, more than two-thirds of customers who speak to call center reps feel frustrated before they even place a call. What’s more, 75 percent are still frustrated after the interaction, even if the representative solves their problems.
With more than 70 percent of customers saying a bad customer service experience could keep them from patronizing a business again, keeping customers happy when they call should be a high priority for your business.