The Customer Service Challenge: Creating the ‘Perfect’ Customer Call
(6/29/2007) CRM Project Volume 7
By Robert E. Wollan, Accenture
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The resources exist for companies to create world-class customer contact operations that live up to
customers’ expectations while remaining fiscally sensible.
In our experience, most companies ultimately take
the low-cost route, as unprofitable service operations
are unsustainable in today’s highly competitive
business environment. Doing so often annoys more
than a few customers – an observation reinforced by
a recent Accenture survey of consumers in the United
States and the United Kingdom.
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