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