Poor Integration Is Most Common Customer Service Complaint: CCW Digital

Doubtful that emotional connection is what consumers crave most? You should be: CCW Digital found that having to repeat information when transferring between channels is the biggest complaint that agents hear, followed by inaccurate information, product issues, and long wait times. Agents’ own top complaint was unintegrated systems. But there’s hope: helping systems talk to each other was number one on managers’ project list.