Shut up — and fire up your computer

Linda O’Kane wants to talk.

Companies know she does. They love the fact that she likes the convenience of a real-time voice conversation, and they take advantage of it. It’s precisely why our advocacy team hates to talk. Read more “Shut up — and fire up your computer”

You’ll never guess why we can’t stop talking about your comments

A few days ago, our benign overlords at Disqus, which hosts our site comments, offered to send us data on our most popular stories. Disqus is testing the new feature and wanted our opinion.
Read more “You’ll never guess why we can’t stop talking about your comments”

Are you being fed a line? 5 secrets for breaking through the script

Marcinski/Shutterstock
Marcinski/Shutterstock
Talk to me.

That’s all customers like you want when they call a company. They want someone to talk to them.

But corporations don’t always talk back. Last week, I mentioned the second-generation form letters many consumers were getting. Turns out there’s a little more to the story.

For the better part of the last decade, large companies have scripted many of their most common call-center responses. What does that mean? Well basically, when you contact a company with a question, the agent can type in the issue into their computer and receive a “scripted” response that will answer the question. Then they read it back to you.
Read more “Are you being fed a line? 5 secrets for breaking through the script”