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Dave Luepke wrote:"I'll bet that there are a lot of people on here who have been happy to deal with computerized solutions for various problems -- technology, banking, or any form of "online billing/self help" rather than having to deal with a person."But you'd be wrong. Give me a real person any time. It gives the customer the opportunity to follow up and ask additional questions in a way that no software can interact with. In fact, I had a great conversation a couple months ago with a guy at my bank's customer service group. He answered my original question, and several others. Turns out, he's also a jazz fan."I'm sorry, Dave, I'm afraid I can't do that."Gotta disagree. Prime example is direct deposit. There are a small percentage of people who want to get a paper check, drive to the bank, and do some face-to-face with a teller to deposit their pay check. But it's small. And even most of those people don't want to get out of the car and go in, they drive through and stuff their check in a tube, where it's shot to one teller working 3 lanes (again, the common theme here is less people). I'm certainly not saying it's great for society, but do I use online banking, direct deposit, and auto bill pay? Yup, guess I'm part of the problem. Point is, wherever anyone who runs any kind of business can find a machine to replace people that need pay and benefits, they will. And, again, many of us are okay with a lot of it, in spite of ourselves.Talking to a person is nice, so long as they know what their are talking about. But I can tell you first hand, as automated service becomes more prominent, the dollars spent on training the "real" people are being drastically reduced, proportionately with their pay. It's the "warm body" syndrome.
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TomTQ wrote: Hollywood I place IVR/UCCE engineers Send me an email tom@telequest.org
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