Tag: Call Centers

Correct Info on the Phone Could Have Saved a Trip for...

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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

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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...
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