This blog entry was posted by Ed Margulies, co-founder of FACE IT Corp. Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation.
Raging Against the Machine
What good sport to it's been to dissect, criticize and bemoan the state of customer service. There are not too many instances in which you can navigate conversations at a social or business event without someone recounting their latest customer service fiasco. "Gee whiz, their Voice Response system is just the worse" or "I don't believe how they ask me to repeat what I already told the machine." In fact it has become so popular to complain about customer service, entire initiatives and web sites are dedicated to it.
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