Johnnie Moore picks up the conversation on customer service centers – arguing that companies like Orange actually do invest “a lot of effort into their customer service department to make it efficient”, but that what seems to be missing is “a bit of humanity and flexibility.”
I actually agree with that – companies do invest in their customer service centers. The problem, as Johnnie Moore indirectly alludes to, is that they run them as cost centers and measure their success based on aggregate customer satisfaction metrics. They do not treat them as another sales and marketing outlet – which they should, and where every conversation is important. Or at least where the importance of certain conversations are based on things that are different than how they prioritize them now.