Dissatisfied Customers, Unsatisfactory Responses?
Contact Center Pipeline, Tuesday, March 18th, 2025
Customers, it appears, have no shortage of issues: product and service-related, but sometimes customer service-related, to contact companies about and on a growing array of channels.
But are companies listening? Are they responding as well as they should? If not, are there ways to highlight the need to listen and act on customer matters in conversations with them? And what contact channels should senior executives be tuned in on?
For insights we recently had a virtual conversation with John Goodman, Vice Chairman, Customer Care Measurement and Consulting (CCMC).