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Jul 8, 2008

This survey fron CNN Sci-Tech Unit reconfirms most of what we experience in dealing with call in centers.
Click Here 

 It is the same old story of waiting, insincere voice prompts, time wasted all leading to customer rage  played out in one form or another. Off shored customer call centers provoked the highest form on negative reaction. 

 It is  interesting to note that Barack Obama, in setting up his campaign's 24 hour call center, has designed it so that you will always speak to a person live?  Technology should always enable and enhance a better customer experience.  That is how it should be done in an ideal situation; faster cheaper and BETTER for the consumer/customer. How you do, what you do can sabatoge any great relationship.

Why do companies continue to sabatage relationships time and again....Why don't they realize it is far cheaper to retain customers than acquire new ones.  Thus, it begs the question what about connecting with customers don't they get are they not getting? In serving those we do, connectivity wins out over detachment everytime.  Why is this so difficult to understand and enact?  Simple? perhaps, but therein lies the complexity....


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