pigfarmer
tall, thin, irritable
Not so much about brick & mortar stores but shopping in general.
I spent 32+ years in telecom and then IT and have lost track of how many call centers I've installed and maintained, later contact centers that accept email and chat sessions. Last one was 8000+ users over 23 states. I have been through umpteen bazillion evolutions of all sort with them and the one component, the one piece of hardware that hasn't changed one tiny bit is what's connected between the PC/telephone and the office seat. Same hairy human asses.
I do virtually all my research and shopping online. Today I needed to speak to tech support about .... tech support .... and purchased several things as a result. The helpful young feller said he receives credit for the transaction if I buy stuff based on his recommendation so I completed the order over the phone. He then transferred me over to the group that does that. Good grief. Even though it went fairly smoothly it was like running in sand, like molasses in January. This was not a helpful subject matter expert this was another hairy human ass. Took forever, relatively poor audio quality, had to repeat myself a bit too many times but it got completed. Frustrating and I could have done it myself online in under a minute but wanted to get the tech support guy his cookie or whatever it is they give him because I know from long experience they literally hire & fire people based on metrics.
What a dated process.
I think most if not all people answering call/contact centers will go bye-bye in favor of very human sounding AI. We already see versions of it but I bet not long from now those jobs will go the way of elevator operators and gaslight lighters.
I spent 32+ years in telecom and then IT and have lost track of how many call centers I've installed and maintained, later contact centers that accept email and chat sessions. Last one was 8000+ users over 23 states. I have been through umpteen bazillion evolutions of all sort with them and the one component, the one piece of hardware that hasn't changed one tiny bit is what's connected between the PC/telephone and the office seat. Same hairy human asses.
I do virtually all my research and shopping online. Today I needed to speak to tech support about .... tech support .... and purchased several things as a result. The helpful young feller said he receives credit for the transaction if I buy stuff based on his recommendation so I completed the order over the phone. He then transferred me over to the group that does that. Good grief. Even though it went fairly smoothly it was like running in sand, like molasses in January. This was not a helpful subject matter expert this was another hairy human ass. Took forever, relatively poor audio quality, had to repeat myself a bit too many times but it got completed. Frustrating and I could have done it myself online in under a minute but wanted to get the tech support guy his cookie or whatever it is they give him because I know from long experience they literally hire & fire people based on metrics.
What a dated process.
I think most if not all people answering call/contact centers will go bye-bye in favor of very human sounding AI. We already see versions of it but I bet not long from now those jobs will go the way of elevator operators and gaslight lighters.
