New research from cloud contact centre vendor NewVoiceMedia reveals that UK companies deemed to have poor customer service are losing approximately £12 billion a year.
According to the survey, half of UK consumers are taking their business elsewhere as a result of inadequate service – and of those, 92 percent have switched at least once or twice in the last year. 49 percent are put off from calling a business at all, for fear of being kept on hold or in a queue. This means many customers could switch to a competitor without....