Thursday, July 17, 2014

Three Interesting Things

1. As someone who has worked in a call center, and as someone who has been frustrated trying to get an resolution, I was fascinated by the recording of the call with the couple trying to cancel their cable.  However, as the customer himself says, this is unlikely to be a rogue employee problem, and likely a result of rewards and incentives provided to reps for retaining customers, making it not in their interest to, well, help the customer.  Most call centers spend a lot of time both reviewing recordings and looking at things like call time.  A twenty minute call would be frown upon if the goal was swift address of the customer's request. 
2. I was fortunate enough to be able to attend the live taping of the Pop Culture Happy Hour.  Part one is here.  Part Two should drop tomorrow.
3. I have very little to add to this wonderful post reviewing the sad loss of this man's home when an attempt to set a spider on fire got out of control.

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