That would be awesome!

But in fact, customer call centers tend not to be able to even know that you called in yesterday, three days ago and last week.

This is why email-ticketing call centers are vastly superior.

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Jolter 3 days ago | parent | next [-]

Perhaps doing this suggested auto-summarizing would be what finally solves that problem?

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josefx 3 days ago | parent [-]

Is doing that going to be cheaper than not doing it?

	▲	bmicraft 3 days ago \| parent [-]
		Maybe, if it means people spend less time on calls (because their problem got solved sooner?)

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dvfjsdhgfv 3 days ago | parent | prev | next [-]

I'm in love with email-based support as I am on both sides of the chain. When I raise a problem, the engineers on the other side can work at their pace, escalate when needed, and I almost always get a reasonably good reply. I can dig deeper if I wish, and I'm pretty sure the guys on the other end are doing their best.

It works the same way when I'm helping someone else: most reasonable people don't expect that if they make an audio call I will magically solve their problem faster. Maybe it will be slower and they will get a lower-quality ad-hoc solution.

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3 days ago | parent | prev | next [-]

[deleted]

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tomwheeler 3 days ago | parent | prev | next [-]

> But in fact, customer call centers tend not to be able to even know that you called in yesterday, three days ago and last week.

Nor what you told the person you talked to three minutes earlier, during the same call, before they transferred you to someone else. Because their performance is measured on how quickly they can get rid of you.

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ssharp 3 days ago | parent | prev | next [-]

I've always guessed that they are able to tell when you called/what you called about, but they simply don't give that level of information to their frontline folks.

	▲	Imustaskforhelp 3 days ago \| parent [-]
		It might be because its in their interests to do so. It is our problem that needs fixing, so we can just wait untill either they redirect us to the right person with the right knowledge who might be one of the higher ups in the call centers. Or we just quit the call. Either way, it doesn't matter to the company. Plus points that they don't have to teach the frontline customer service more details too and it could be easier for them to onboard new people / fire old employees. Also they would have to pay less if they require very low specifications. man I remember the is 0.001 cent = 0.001 $ video /meme of verizon https://www.youtube.com/watch?v=nUpZg-Ua5ao

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fifilura 3 days ago | parent | prev [-]

I am sorry about your bad experience. Maybe the ones you called did not have AI transcribed summaries and were not managed by GP?