Companies ignore customer feedback
U.S. companies are spending millions of dollars each year to record customer calls -- and then are ignoring what they hear, according to a new study.
More than a quarter of the 438 companies surveyed, including many members of the Fortune 500, acknowledged that their call monitoring services did not lead to better customer satisfaction, a study by Aon Corp. and analytic software firm Verint Systems showed.
More than half of the companies surveyed rated their own efforts as mediocre, and 21% acknowledged that they didn’t even have a recording system.
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