Power of Linguistics in Customer Service

Consumers vs. Agents: Can the Gap be closed?

Mutual understanding between customer and company is at the heart of creating relationships, but there is a growing gap between the two sides. Consumers are becoming increasingly frustrated at not being understood, and are voting with their feet by switching supplier, while contact centre agents faced with a tidal wave of emails and tweets empathise but can do nothing to help.

These are the key findings of the 2015 Eptica Study: The Power of Linguistics in Customer Service, research which surveyed both consumers and agents in order to identify the frustrations that are undermining the customer experience offered by UK organisations. 


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