November 2010

The Key Drivers of Customer Delight and Dissatisfaction are Changing Over the past year or so we’ve observed a marked change in some of the key drivers of customer delight and dissatisfaction. Most interestingly, the three changes below have been seen in many industries, and are prevalent in …

This article is re-posted from User Centric’s blog. Having spent a lot of time observing people interact with software in contact centers, we have watched them do “back flips” and “pretzel moves” to accomplish what should be straightforward tasks.  During an average phone call, agents must …