Jason Sterns

How Changing Customer Expectations Affect Churn

It's no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology, such as artificial intelligence, chatbots, and automation. But those aren't the only catalysts for change. In its 2019 Customer Expectations Report, customer service…

Customer Satisfaction With Contact Centers Down, New Report Says

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years. Property and…

How Call Centers Can Help Close the Customer Experience Gap in 2019

U.S. brands are out of touch with their customers' needs says Forrester’s Customer Experience Index, recently released. The result is a "dangerous gap" in consumers’ sense of emotional engagement, connection, and loyalty. "We are living in a market where customers are increasingly free agents...

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