Everything PR News
Corporate PR & Corporate Communications

Customer Service Technology in Call Centers not a Main Concern for Businesses

Editorial TeamBy Editorial Team1 min read
Customer Service Technology in Call Centers not a Main Concern for Businesses
Share
A recent survey, sponsored by LinkedIn, and conducted by Empirix showed that most companies do nothing, pray, or “dial for dollars” (call manually) to discover whether their customer service systems are delivering superior service. Those of you who didn't need a survey to state the obvious, will find the following statistics uninteresting. However, for the sake of the argument, these numbers show an alarming trend. It seems like businesses that state to have the customer as their main concern are not really interested in offering superior service via their call centers. The surveys analyzed data from over 1,000 international technical professionals across multiple industries, who answered questions on how they assure high-quality customer experiences in call centers as they enhance telephony, information systems and interactive voice response (IVR) systems. As you can see in the infographic below, over 62% test upgrades manually by having employees randomly evaluate different aspects of performance; 68% never test the voice quality in their contact centers; and only 31% invest in monitoring technology to keep their customer service systems running smoothly.
"The survey identified a huge disconnect between investing in customer service technology and knowing how to realize the maximum return on that investment," said Tim Moynihan, vice president of marketing at Empirix. "Companies are committing significant sums to purchasing the hardware and software, but they’re not viewing quality assurance as part of the equation."
[caption id="attachment_45072" align="aligncenter" width="585"] Empirix- sponsored LinkedIn survey of more than 1,000 international technical professionals. (Graphic: Empirix)[/caption]
TagsCorporate PR & Corporate CommunicationsPR NewsSocial Media PR & Social Media Strategy
Editorial Team
Written by
Editorial Team

The Everything-PR Editorial Team produces reporting, research, and analysis across thirty verticals — communications, reputation, AI visibility, public affairs, media systems, and digital discovery in the answer-engine era. Publishing since 2009.

Other news

See all
The Branded Residence Boom
Editorial Team · 05/26/2026

The Branded Residence Boom

Why the world's luxury hospitality and fashion brands are now real estate developers — and what that means for the communications work around the fastest-growing luxury real estate category.

The Brokerage Recruitment War
Editorial Team · 05/26/2026

The Brokerage Recruitment War

How Compass, Anywhere, Douglas Elliman, and the broader U.S. residential brokerage tier are competing for the top-producing agents who actually move the revenue.

Why Earned Media Is the Highest-Leverage GEO Asset
Editorial Team · 05/26/2026

Why Earned Media Is the Highest-Leverage GEO Asset

Earned media is no longer just a supporting tactic; it's the foundation of a strong GEO program in the age of AI. AI engines disproportionately cite established publications due to built-in trust signals from LLM training and retrieval engine authority weighting. Learn why tier-1 placements create lasting "retrieval anchors" that compound across every buyer consideration cycle, every prompt, and every AI engine.

Never Miss a Headline

Daily PR headlines, weekly long-form analysis, and our proprietary research drops — straight to your inbox.