SouthwestAirlines' Meltdown Shows How Corporations Pit Consumers Against Workers
But automated call centers <i>do</i> save the customer time. 9 times out of 10 a user problem is easily remediated by pointing the user to the correct manual.<p>If it wasn't, phone trees and other pre-tech phone routing would never save the company money at all!<p>Customers would buy products with customer service that actually solved their problem instead.<p>Customer service solving the customer problem in the fastest possible time <i>is</i> the metric, and if humans were better at it - you could still hire less humans and "save labor costs".