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Posts tagged with Call Centers

Barclays: the disconnect between social and traditional CRM

According to a recent Forrester study, only about 37% of brands scored "good" or excellent in customer service reviews. 

As customers move more and more online for their primary sources, some brands are struggling to create single-view profiles of their customers, and customer satisfaction is dropping.

Companies like Barclays may be a primary example of those who promote themselves as being digitally forward (especially as it moves into the mobile payment space), but are falling behind in their traditional forms of customer service.

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