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...

How to Design Poor Service: Expect 100% Utilization of People or...

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tl;dr: The blog post criticizes the focus on 100% utilization of resources in businesses like American Airlines and Verizon FIOS, arguing that it leads...