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I regret to make this so short but I just want to mention a personal experience. Through my dealings with Dell, and the difficulty I had making a payment on my preffered account, my opinion of this company has gone done, almost to a terminal level. I kept getting lost in automation translation and it was all because of the difficulty I had in contacting a real person. I agree with you Seth. 100%.

Dan responding to Ken

I understand where you're coming from Ken, but what you describe is typical - it's called bad automation design. If you get lost in an IVR, or can't opt out, that's just bad design. It's really hard to do, but it can be done. Usually the problem is over-ambitousness on the part of the designer - trying to automate too many things. This complicates the tree, and the customer loses the "mental model" of where they are in the interaction. Also, some people just don't listen, or get distracted while using the IVR and choose the wrong path. A smart design would "know" that a user was looping, or lost and offer to escalate. It lessens the effectiveness of the automation, but balances the customer satisfaction. I never said it was easy - but it can be done, and pays huge dividends when done well.


I read your blog on outsourcing. This blog is quite informative for my business, even I have blog on outsourcing so can we exchange the links to share our knowledge resources.


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Past Gadgets

  • SlingMedia (Slingbox)
    Fascinating new toy that let's you view your TV content (including TiVo shows, or even a DVD player/changer) from any PC with a broadband connection. Picture quality is still an issue, but as bandwidth increases this will be a very powerful tool. My SlingMedia Review here.
  • Dell Latitude X1
    I use my laptop almost 100% of the time as my primary PC, so it's important that it's comfortable for me. While the machine is plenty powerful for me, my only nit is the small trackpad and mouse buttons. My Dell Latitude X1 review here.
  • Treo 700w (Verizon)
    Windows Mobile Edition on the form factor of the great Treo 650. Some nits, but all-in-all a very nice device. My issues are with the software and protocols. (see posts on Wireless Productivity)
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