Infographic: The Widening Gap Between Customer Service and the Customer

Why companies and brands need to focus on their contact centers

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Anyone who’s ever had an infuriatingly long call with a company over a big bill probably doesn’t exactly have a warm and fuzzy feeling about that brand. But in a world where consumers can buy enough groceries to feed a family of four at the click of a button, demands are becoming increasingly complex—and customer service agents are feeling the heat.

According to new research by Calabrio, 56 percent of customer service agents find dealing with complex issues to be one of the most challenging things about their job, and 60 percent say their company doesn’t equip them with the right tools or technology to handle those problems.



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This story first appeared in the March 12, 2018, issue of Adweek magazine. Click here to subscribe.