ABSTRACT
When the new software was installed, quality of service should have improved.
"Let me tell you what the problem is," the CEO continued yelling. "I called to test your center and asked a simple question about our new product. The agent had no idea what product I was talking about, even though I actually spelled the name for him. Then he put me on hold for ten minutes before transferring me to another agent, who told me that the product does not exist, and that I should check my facts again before calling next time."
