As startling as it may seem, subpar customer service is costing U.S. businesses over $41 billion a year. With such massive impact on the bottom line, organizations can no longer afford to overlook end-user experience. In fact, forward-looking organizations consider contact centers as their first line of defense in the battle for customer loyalty. Contact center operations spend has increased and the market is on a steady growth for the last five years. And yet, reports indicate that customer satisfaction levels are yet to witness a worthwhile spike. What more can enterprises do to gratify their customers?
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