Cindy Knezevich

By Laura Schwartz - Area Sales Manager, Jacada Inc.

Last week, after months of anticipation, we finally moved into our new home!  We were so excited and even though we were (and are!) knee deep in boxes, my husband and I were looking forward to having our internet and cable service connected so we could all take a break and watch some TV.

And let me just say, I wish I was blogging about a great customer experience this week – the minute I have a wonderful customer experience, I will shout it from the mountaintops!  But I'm blogging about this because it just goes to show how pervasive the problem of poor customer experience is... and given that we're in 2010 and there are solutions to it, I'm still surprised when I have bad...

As a marketer, there are few things I appreciate more than a good survey.  About a year ago we engaged a research firm to conduct a survey of 1,000 people in the U.S. about their thoughts on customer service, dealing with call centers and web self-service.  The results were fascinating and really highlighted the importance of the call center.  In fact, 89% of our respondents indicated that for serious issues, they much prefer dealing with a person over the phone than trying to sort it out via a company's website on their own.

Now we are looking for the call center agent perspective.  We've created a survey, which can be found here and hope to have as many agents as possible provide their input, so please forward this on to any call center agents you...