Slight tangent—have you noticed how call center support seems to be doing just this? Yesterday I had a call to a health care provider’s billing department on behalf of a client. I said that after logging in, my user has no permissions other than to see my user profile. The CS listened and then replied, rather than paraphrasing what I said, they generalized to suggest I was having problems logging in. Uh. No. I’m logged in; there’s just nothing there.
I see this more and more in my interactions. Juxtaposed to the handful of vendors who have virtual CS who prompt you to describe _the reason for your call_, it seems these other vendors are working to develop these assets using the CS department to manually label every call.
Slight tangent—have you noticed how call center support seems to be doing just this? Yesterday I had a call to a health care provider’s billing department on behalf of a client. I said that after logging in, my user has no permissions other than to see my user profile. The CS listened and then replied, rather than paraphrasing what I said, they generalized to suggest I was having problems logging in. Uh. No. I’m logged in; there’s just nothing there.
I see this more and more in my interactions. Juxtaposed to the handful of vendors who have virtual CS who prompt you to describe _the reason for your call_, it seems these other vendors are working to develop these assets using the CS department to manually label every call.