Search Results

• Report Want Loyalty? Improve Your Call Center Customer Experience

  Call Center Satisfaction Ties To Loyalty Across 11 Industries

  May 13, 2011 | Kerry Bodine

  Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly...

• Report Call Center Experiences Leave Consumers On Hold For Something Better

  Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

  April 11, 2011 | Kerry Bodine

  Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

• Report Rating Customer Service Experiences, 2010

  Consumers Evaluate Customer Service At 92 Companies

  January 28, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...