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July 03, 2006
Calling all call centers
Need more reasons to convince the powers-that-be that investing in your call center is a forward-thinking strategy, not a needlesome expense?
The AOL cancellation debacle captured by customer Vincent Ferrari and the sleeping Comcast technician video as captured by customer Brian Finkelstein are strong evidence. The New York Times puts the two events into perspective:
Before the advent of the Web, an encounter with inept customer service was ours to bear alone, with little recourse or means to warn others. Now, Mr. Ferrari can swiftly post on the Web a digital "documentary" that recorded his dismal experience, and news-sniffing hounds do the rest.
AOL and Comcast executives in charge of customer service may long for the good old days when they had to deal only with a finite number of federal regulators and state attorneys general, not a universe of millions of Web-savvy customers.
Those millions of Web-savvy customers all have their own printing presses (blogs), all have their word-of-mouth networks (Digg and YouTube), all have their own shared experiences of frustration, outrage and desire for equality.
The call center people know this firsthand. Many executives do not.
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At last. I feel like ubiquitous cameras may improve my life. Awesome.
This site is a great resource. Do you guys have a newsletter? If so, please put me on it.
