Just came across this screenshot of when friends and I called #Plusnet #TechSupport at 11:35pm with no request other than for the tech support person to stand up and wave.
This was at the time when Plusnet were really open about stuff and had office cameras streamed online, call queue information published live etc.
Good and fun days :D The year 2003!
#ISP #Broadband #PhoneSupport #CustomerSupport
Someone who worked on Phone Support Centers told me that nobody cares about AI taking their place, except the workers themselves.
«At the end of the day, the caller doesn't care who is or what is on the other side of the line. They want their problem resolved as soon as possible.»
Duolingo Goes “AI-First” – DTNSB 5008
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Engadget: AI Researchers Secretly Experimented on Reddit Users
404 Media: Reddit Threatens Legal Action Over AI Experiments
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Been trying to get #PhoneSupport from #Australia's #ANZ bank for over 40 minutes.
Wondering if these #Grubs will disconnect the call before I get them to give me the info I seek.
Edit: Still waiting after +60 minutes.
Call centres.
Enhancing Customer Experience Of Phone Wait Time:
—
"There are 4 people waiting ahead of you."
"The wait time is 7 minutes."
"We can call you back, in the order your call was received."
—
Detracting From Customer Experience:
—
"By calling us, you consent to being recorded."
"Listen carefully, as options have changed."
"Your call is important to us."
"You can self-serve by using our website."
"We don't tolerate abuse."
"☎️ Elevate your IT business with our Outsourced Phone Support! 🚀 Our expert team ensures seamless communication, swift issue resolution, and 24/7 availability. Focus on your core operations while we handle the support. Click here to learn more: https://bobcares.com/outsourced-phone-support/
Random thought about IT support structures.
IMHO For user satisfaction, most places have it upside down.
You want your most technical people on the front line (picking up phones, replying to email, answering chat) able to resolve issues without transferring.
Let your least experienced tech go deskside. Remember, chances are that end-user has spent hours struggling with this box-that-sits-on-their-desk-making-them-question-their-intelligence. The end user is frustrated beyond belief. So, seeing a tech (even a green one) struggle and have to call in for advice will console their egos.
It's a bit of theatre, but it works.
Hambone Fakenamington
.:\dGh/:.
ethancaine
skua
Jerome
Witty & Fabulous
rangersam
F. Omar Telan