More? In the wake of yet another survey, this time the Citizens Advice Bureau (CAB), expressing dissatisfaction with the performance of cntact centres (or is that call centres or help desks?) it would be easy to dismiss the results as just another confirmation of decline in customer handling standards.
However, I feel that the issue is much more complex than that. Whilst our members at HDI (there are 700 organisations in the UK and 7000 worldwide) mostly support IT users/customers - either inside or outside their organisations - most report a pretty stable picture of incremental improvement in standards of customer support, underpinned by customer satisfaction feedback and surveys.
