Infographic: The Widening Gap Between Customer Service and the Customer

Why companies and brands need to focus on their contact centers

Over half of customer service agents find dealing with complex issues to be one of the most challenging things about their job. iStock Photo

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.

This story first appeared in the March 12, 2018, issue of Adweek magazine. Click here to subscribe.
@sammynickalls Sammy Nickalls is a freelance writer and the former departments editor at Adweek.