It's happened to everyone—that bad experience with customer service that you shared with all your friends. The call where you had to wait "on hold" forever. The call where the agent wasn't very helpful in addressing your issue and even he was frustrated by the tools he had to work with. The call that made you think, "Maybe I should take my business elsewhere."
Now imagine that contact center is part of your company.
Companies are feeling the pain of today's lackluster economy, which usually shows itself within their contact centers. Contact centers are being downsized, relocated and even closing, which unavoidably impacts the customer service a company is capable of delivering. Even with a limited budget, organizations should never lose sight of the fact that contact centers play a significant role in determining what customers think of a company. It is easier and more cost-effective to keep a customer than it is to secure a new one.
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