Wednesday, December 14, 2005

Customer Service vs Intellectually Challenged Technology

Bellow, you will find a comment that I left on someone else’s Blog,"A Day In The Life of A Persuasion Architect" . I actually have read every entry and found them fascinating as they keep coming back to the same topic. Business, whether it be a sole proprietor or a large enterprise have all been given a big line when it comes to IT systems. As a result customer service on line and off really sucks because no one knows what in the hell is going on. Talk about confusion. Take a read and visit the blog.

Blog Comment:
You had me smiling. The one singular problem is that with the onset of computer technology, CRM, order systems, and remote phone centers those who should care and those who would be normally involved in the inline order process are now removed. Our decision making is now in the hands of automated junk.

The incredible thing here is that this IT junk is designed by people who haven't a clue about business or business processes let alone customer management. Less than 5% of the IT developers have any kind of biz degree and less than 3% of that has any mid level experience managing outside of an IT firm. Need I go further? Customer service took a big kick in the mmmm because of this now dependency on computer generated data and analytics designed by people who haven't a clue.

People make decisions based on this artificially induced intelligence (computer generated analytics) and it lulls the organizations to sleep. What a mess. Managers need to get off their butts and back into the interactive stream and make a difference.

The call center you talk about was contracted as an outsourced initiative and probably has never seen the web order system. The web order system was probably outsourced to IT company who has no clue about customer interaction and the good management people who should know probably have never used the order system. Good article it further exposes a trend on the false Provodo the new brave world has brought. Don't get me wrong here; IT has its place as a support system to enhance business not as replacement systems to smother it.

There are more article available on Customer Service, Feedback, CRM, Customer Experience Management at "CDC" Please take a look.

Please feel free to comment. We would love to hear what you have to say.

No comments: