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Popular music and clichés aren’t the only evidence that the waiting is the hardest part. Research backs it up as well; waiting for potentially bad news can be at least as difficult as receiving the ne...
Waiting in Vain: Managing Time and Customer Satisfaction at Call Centers
Call Center Customer Satisfaction Information Intelligence Queue Time Time
2013/2/19
The aim was to investigate customers’ satisfaction with telephone waiting time using data collected among 3013 customers who were asked for their waiting time satisfaction, information satisfaction, a...