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Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has been seen in the scores gathered. This is very significant for a number of reasons we will touch on, and businesses should take note. CSAT (Customer Satisfaction) scores serve as a key indicator of performance in contact centers, and it has become concerning that the revelations from this and other…