Tag: benchmarking study

Are contact center representatives loyal to their brand?

Filed in Blog, Customer Service by on October 15, 2013 0 Comments
Are contact center representatives loyal to their brand?

According to the 3rd Annual Contact Center Communication and Connection Study, conducted by The Center For Client Retention, the answer is yes. Agents are connected to the brand they represent and enjoy speaking to customers about the company’s products and innovations.  However, there is a BUT; the representatives feel left out of any decision-making process …Continue Reading

Call Center Agents Speak Out: “If I don’t believe it, consumers won’t either”

Filed in Blog, Call Centers, Customer Service by on March 12, 2013 0 Comments
Call Center Agents Speak Out: “If I don’t believe it, consumers won’t either”

In our annual Contact Center Communication & Connection Study, we ask call center agents which statements they are instructed to say to consumers that they have a difficult time defending.  Due to the anonymous nature of this study, we are able to gather some refreshingly candid feedback.  This question has yielded some very interesting responses …Continue Reading