(Episode 312: 11 minutes 30) A survey commissioned by Genesys has shown that Australian businesses are losing more than $2.6 billion each year as a result of poor customer service. 72% of consumers said they had ended a relationship due to poor customer service, and 56% had an experience that made them more likely to do so in the past year.
This is happening despite developments in the sophistication of contact centre software. So what's going wrong? That's a question Phil Dobbie puts to Jason Stirling, the Vice President APAC for Genesys. He says the problem is often the result of old processes and poor implementation.
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