http://www.smartermessaging.com/2006/05/18/what-do-you-want-to-do-today/ How do we enable smarter conversations? Wed, 07 Jan 2009 03:08:53 +0000 http://wordpress.org/?v=2.6.3 http://www.smartermessaging.com/2006/05/18/what-do-you-want-to-do-today/#comment-234 Collaboration Consultant [Mike Jones, London] » Blog Archive » How do they stay in business? Fri, 08 Sep 2006 15:30:21 +0000 http://www.collaborationconsultant.com/2006/05/18/what-do-you-want-to-do-today/#comment-234 [...] I can so see why the point I mentioned before sits so well: … some enormous percentage of calls to call centres (or is the correctphrase “contact centres” now) are because something has gone wrong.However, they rarely are logged as “complaints” they are just handled.We have armies of people whose only job is to deal with exceptions thatif they were captured in a coherent manner could probably be dealt withto stop everyone else suffering the same fate. Of course if you productor company is so dire that it can’t change in response to issues youmight as well just give up now! [...] [...] I can so see why the point I mentioned before sits so well: … some enormous percentage of calls to call centres (or is the correctphrase “contact centres” now) are because something has gone wrong.However, they rarely are logged as “complaints” they are just handled.We have armies of people whose only job is to deal with exceptions thatif they were captured in a coherent manner could probably be dealt withto stop everyone else suffering the same fate. Of course if you productor company is so dire that it can’t change in response to issues youmight as well just give up now! [...]

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