4 Statistics to Improve Customers’ Love-Hate Relationship with Customer Service

Let’s be honest. Customers have a love-hate relationship with customer service. Considering one phone call can make or break the customer experience, management has to ask what do I need to know to help me improve this unwanted outcome. Check out these four statistics to help you get a hold on what you may be doing to negatively impact your customer relationships.


About the author

Matt McConnell

Matt is chairman, president and CEO of Intradiem. Matt co-founded Intradiem in 1995 with a vision of helping companies increase the level of customer service they deliver by improving the performance of their agents. Today, Intradiem is a leader in its market with more than 300,000 call center agents around the world using Intradiem every day. Matt is the author of the book Customer Service at a Crossroads and holds 11 software patents. He graduated from the Georgia Institute of Technology in 1994 with a bachelor's degree in industrial and systems engineering.

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Comments (1)

  • I loved these stats….but why is there no “Coaching stat” Training is not nearly as good as it is when coaching is involved. I would love to know what coaching the agents would do to increase productivity, absenteeism and moral.
    ~ Judy

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