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