|
Title: The good and bad of Contact Center applications Post by: hobbit on May 30, 2008, 02:24:23 PM The Good - just today I had a message on my answering machine about calling my banks fraud prevention hotline. I just called and just using the CallerID, they knew who I was, addressed me as such, and just had me verify the last four digits of my check card. After that was completed, she asked me if I had my check card with me and if I was currently in Spain. Yes I do, and no ma'am I am not - never been to Spain. The next question was if I had rented a car from Avis recently. Again, not I have never done business with Avis.
Well then Mr. Hicks - we need to cancel your card and get you a new one. [sm_shock] >:( By now I am following my account online and can see that the pending Avis charge was threatening to overdraft on me >:( It turns out it was not the car rental company Avis (she just assumed it was), but some Avis Management company in Virginia placing over $1500 on my card US Bank is going to clear for me. The Spain thing was prevented in real-time - whew! Good catch by them [sm_thumbsup2], but now I have to wait a week for a new check card - and I use the *feces* out of that thing :sad3: Jeesh - just had to answer the door - at&t is freaking relentless with its U-verse service. 3rd time in the last few months. No Setanta - sigh. The Bad - Called Charter last week when my Moxi box went coo-coo. The automated attendant asks me to enter my home phone number in - I do, it thanks me, and sends me to the queue. The service rep answers the call, and whats the first thing she asks me? Yep - whats my home telephone number. So I give it - again. Then she asks me what the problem is and as I'm explaining it she interrupts and asks me if I have a DVR. WTF!? Nevermind that its what I was explaining was the problem - but why take my number - twice - if you're not going to look at my account and see wtf I have??? Who's running this goat rodeo anyway??!! [sm_devil] So I have to tell her what I have, she wants me to go through the basics, which I assure her I've already done - twice. She tells me that if it doesn't work to call back and they'll schedule a tech to come out. I told her to schedule one now (this was Sunday night, fairly late). She didn't argue any further and got an appointment Tuesday - not too bad given their history. So they barely survive again - but only for a few months - its DirectTV come August (shut up Uisce!) - gettin Setanta baby! Title: Re: The good and bad of Contact Center applications Post by: Jules on May 30, 2008, 07:49:01 PM All we need now is the Ugly part of contact center applications.
(http://tbn0.google.com/images?q=tbn:t9yiV_KWY8mF1M:http://spaghettiwesterns.1g.fi/dvd/Good_Bad_Ugly_SE_DVD_eng.jpg) Title: Re: The good and bad of Contact Center applications Post by: Uisce Beatha on May 30, 2008, 07:49:51 PM Cuchullain ftw. [sm_headbang]
Title: Re: The good and bad of Contact Center applications Post by: Clive on May 30, 2008, 08:04:15 PM All we need now is the Ugly part of contact center applications. You need only look to the thread's author:Title: Re: The good and bad of Contact Center applications Post by: Jules on May 30, 2008, 08:09:37 PM Clive I can't decide if you are insinuating that hobbit is "Prince" or "Liberachie"
|