Reply to post: Re: Help desk

Hold horror stories: Chief, we've got a f*cking idiot on line 1. Oh, you heard all that

jmch Silver badge

Re: Help desk

"agents are graded depending on how many issues they resolve compared with how many are dispatched to L2/L3 support"

Also, graded on number of calls taken / mean time spent on call, thus promoting an attitude of "Lets get rid of this customer as quickly as possible".

Meanwhile, Advertising / Marketing / Sales - people are inventing ever more creative ways of "engaging" with and retaining customers, increasing customer loyalty and brand awareness / attractiveness, attracting new customers. Somehow none of that desire / effort ever seems to make it to actual customers who are contacting you themselves and WANT to talk to you.

I guess solving actual customers' problems isn't as sexy as a new ad campaign, is it?

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