Tag: Call Centers
Correct Info on the Phone Could Have Saved a Trip for...
Following up the DirecTV service call that I blogged about this morning, there was some clear, obvious waste that could have been avoided through...
The Hidden Cost of 100% Utilization: Bad Service and Long Waits
If your goal is long wait times and frustrated customers, design your system for 100% utilization. Whether it's airlines, call centers, or healthcare, the...
