Infographic: The Widening Gap Between Customer Service and the Customer

Why companies and brands need to focus on their contact centers

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.

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