Technology Industry
Industry: Email Alert RSS FeedUK Contact Centers Struggling With Training And Customer Service
Customer Inter@ction Solutions, Oct 2007 by Barnard, Patrick
Customer service provided by contact centers in the UK is strained by a growing training and support gap. As a result, nearly 6,000 contact centers are experiencing a decline in their customer service deliverables. These problems are exacerbated by high attrition rates (nearly 25 percent) and the need to train new employees, according to research figures from knowledge transfer provider Knowledge Solutions. Overall, these challenges are costing the industry GBP2.53 billion in unnecessary time and resources.
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