Call Monitoring: Is Anyone Really Listening?
Having just spent 25 minutes on hold, being bounced between four different people, and having heard every 15 seconds that my call was "very important," I feel compelled to comment on customer service. In recent years, the use of automated attendants to funnel customer service telephone calls has become commonplace. I'd rather speak to a real person, but in an effort to reduce costs and improve profits, many companies have made real people harder to find over the phone lines. At the same time, these companies tout their exceptional help desk services.
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