Customers today are educated, informed and know their rights, having high expectations for customer service and care. With this in mind, outsourcing and lack of training with call centres have an effect on customer retention. Listening to the voice of the customer (VOC) is important for business ope...

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Customer satisfaction is generally low with large companies, many of you have had incredibly poor after sales customer experience. It is appalling that businesses that think that customer service is talking down to and lying to customers. When one calls them out on an indiscretion they get upset an...

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