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July 19, 2006
Anatomy of AOL's call center
The post is a bit like Martin Sheen finding himself facing Marlon Brando's elusive Col. Kurtz in "Apocalypse Now," staring directly into the darkness of a psyche most of us hope we never have to confront.
BTW, total number of comments on Vinnie's original post about AOL: 1,034.
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In related news, I just created a new visual that attempts to capture this new kind of "PR" we are seeing unfold (AOL, Comcast, Dell etc.)
Nice work, David!
charisma is the name of the game!
The secret of a call center success is the teamwork of all employees plus the heart of dedicated managers and CEO's.
The call center industry should do something about the bad publicity it has been getting for the psst years now. They should know more than anyone else that their employees need more training. And more than that, the company should reconsider changing or improving their policies.