Remove Automotive Remove Contact Center Remove Front-line service Remove outsourcing
article thumbnail

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

And that’s despite tremendous increases in the quality of products and services. You could take automotive for instance, quality there is really, really improved. But whenever I call a contact center now, I dread it. In 1976, the percentage of households with a problem was 32% and in 2015 it’s 54%. That’s a big increase.