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Friendly Agents Are More Important Than Personalized Treatment: CCW Study

Another surprise: having customer service employees who are friendly and polite is more important to consumers than having agents know in advance who is calling or offering compensation when things go wrong, according to a survey from Customer Contact Week Digital. In fact, the only thing that’s more important than friendly agents is solving the problem quickly. Bad news: just 6% of consumers think unsolicited marketing emails are acceptable and 60% of companies say their phone agents get little or no information when a call is transferred to them from a self-service channel.

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IT Teams Build Sloppy Automations: TeamDynamix Survey

August 17, 2022

IT teams spend lots of time on repetitive requests from business users, finds this TeamDynamix survey.  You might think the implication is IT should let users do more for themselves.  But the main time-wasters are things like password resets, employee on-boarding, and managing credentials, which can’t really be delegated.  And here’s the kicker: IT professionals automate those tasks by building sloppy, insecure, undocumented scripts, just like the non-professionals.   Fun fact: 53% of teams manage 100 or more applications.

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