I read an article in outsourcemagazine.com.uk entitled, “The ‘Now’ Generation and the Customer Communications Gap.” The author mentions how today’s consumers expect everything now and that the expectation has been exacerbated by mobility. Today’s consumers are texting and tweeting and demanding instant gratification. But the author goes on to say it would be a mistake…

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      I read an article by Paul Cooper entitled The Complacency Gap, which was published by CallCentreHelper.com. He talks about the misconceptions companies have about the level of service they give to their customers. The articles starts with a story about a survey in which 8% of 400 companies received low ratings for…

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