I’ve been publishing ICMI’s QueueTips question and answer forum for many years now, and I have to tell you, it has given me a unique view into call centers all over the world. Not only that, it has led me to some insights about human beings and the Internet.
Many questions and answers are on exactly the kinds of topics that I would expect people in call centers to ask, reflecting both general management kinds of issues and problems that are unique to call centers. We have published hundreds and hundreds of valuable postings that represent a wealth of call center knowledge. But a fair number of questions simply astound me.
Questions That Reveal Profound Lack of Understanding
Is it just me, or would you expect people to be trained how to do their jobs? Read the rest of this entry »
