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Aspect recently conducted quantitative research to understand Americans’ preferences and attitudes for customer service across various channels. The report yielded some interesting discoveries about c... ustomers’ attitudes about omni-channel customer service. While most of those who answered have faced difficulty switching channels, the overwhelming majority (91%) believe that they should be able to pick up where they last left off when contacting customer service about the same issue. They also dislike having to repeat themselves (89%).
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