Research
June 12, 2015
Jaeger-LeCoultre customer service
By Joe McCarthy
When consumers encounter a problem with a product or have a bad experience, they generally try to troubleshoot it on their own, making call centers a last resort, according to a new report by Mattersight.
{"ct":"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","iv":"0e5ebfb1a0fcafaf24f3d258f1d88d71","s":"a7d7e8ca0a327d8d"}
Share your thoughts. Click here