Saturday, June 16, 2012

IVRs have gotten a lot better

Both actual wait times, and the fact that the systems have gotten pretty good about telling you the average wait time. Bonus points for: 
  • Offering to call you back
  • Advice about best time to call
  • Friendly, on-shore CSRs

Black marks for
  • Making it very hard to break out to a rep

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