Report: Contact centers buckle under weight of data

11/27/2013 | BtoB Magazine

Customer service from contact centers is poor because workers face too many incoming data streams, according to a study from WhitePages PRO and the International Customer Management Institute. Sixty percent of contact centers can't provide agents with customer service information and nearly half of agents say they must request basic contact information directly from customers. Agents say 40% of customer information is still added manually.

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