Talkback is an interactive feature allowing you to post your reaction and opinion to the
Observations-on-Operations article,
Time to Be Nice To Customers: Answer the Phone found
here.
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Summary:
"We are all in it together" according to the latest published research. There is an overall decline in the Speed of Answer from 1999 compared to 2003. Why? At a time when there are more professional call center training programs, improved technology to support answering the phone faster and increased call center and customer knowledge at our finger tips. A contradiction that needs to be explored and we have an opinion, of course. Read our opinion and then take the opportunity to provide your own.
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