Customers Expect More from Help Centers

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“When customers get in touch with a contact center, 40 percent expect the representative they speak with to already know about their attempts to resolve an issue through other channels, such as a Web site. That’s one of the findings in the Customer Channel Preference Survey, conducted by customer-service software-provider NICE Systems. The survey of nearly 1,200 people ages 18 to 65 in the U.S., the U.K”