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After rising steadily for two decades, the American Customer Satisfaction Index (ACSI), a barometer of contentment, began declining in 2018. Although it has edged up from its pandemic nadir, it has shed all of its gains since 2006.
After rising steadily for two decades, the American Customer Satisfaction Index (ACSI), a barometer of contentment, began declining in 2018. Although it has edged up from its pandemic nadir, it has shed all of its gains since 2006.
Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customercare solutions and services. million for their inaccuracies between 2006 and 2008.
If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager. When callers can reach the customercare representatives via their preferred channel, it leads to a cohesive and seamless customer experience.
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