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A recent Aspect study found that 70% of consumers don’t want to talk to a customer service agent if they don’t have to – they’d rather have the ability to solve product and service issues on their own. They are also increasingly frustrated with the service they are getting, so much so that over half quit doing business with a company last year because of poor customer service. Let’s face it, when one in four consumers would rather change a dirty diaper than....
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