Yesterday, E-Commerce Times ran a story from the Sacramento Bee by Anita Creamer about the "user-hostile" customer service she received in conjunction with an airline reservation she had made. I decided to provide a talkback comment that built on yesterday's theme of the loss of effectiveness in the name of efficiency. My bottom line was that a call center based on CRM software may be more to blame than the airline industry, since that software is really not designed to support engagement with the customer. Nevertheless, the software may be a symptom of the general decline of civil discourse in society today, not just in the workplace but also in leisure activities.
Saturday, June 6, 2009
June 14, 2006: CRM and the End of Civil Society as we Know it?
Yesterday, E-Commerce Times ran a story from the Sacramento Bee by Anita Creamer about the "user-hostile" customer service she received in conjunction with an airline reservation she had made. I decided to provide a talkback comment that built on yesterday's theme of the loss of effectiveness in the name of efficiency. My bottom line was that a call center based on CRM software may be more to blame than the airline industry, since that software is really not designed to support engagement with the customer. Nevertheless, the software may be a symptom of the general decline of civil discourse in society today, not just in the workplace but also in leisure activities.
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