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Annual Customer Service Trends Report

Each year in the January issue of Customer Service Newsletter, editor Bill Keenan speaks with a wide range of experts to see what the New Year holds.

One obvious challenge is the sputtering, stop-and-go economy, where no one quite knows if things are starting to improve or if we are slipping into another downturn. It’s had a paralyzing effect both on customer service operations — particularly in terms of staffing and training investments — and on customer demands and expectations. But there are other effects related to the economy as well.

You may read the full report below.

It is also the perfect time to join us as a regular reader of Customer Service Newsletter. In this period of uncertainty, Customer Service Newsletter provides the solid, reliable advice and information you need.

You’ll receive:

• A full year of Customer Service Newsletter. Each month, in a quick-reading format, Customer Service Newsletter brings you proven strategies and thoughtful insights into improving your customer service operations.
• Salary and Benchmarking Survey Results. The guide provides industry data on customer service salaries and incentives, and on key performance indicators such as wait time, length of call, first-call resolution, call abandonment, occupation rates, and more. Sold separately for $49.95, the guide is free with your new subscription to Customer Service Newsletter.
• Web Extras. Each issue of Customer Service Newsletter includes links to valuable background material, additional information, and related resources at the newsletter website.

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