Saturday, January 15, 2005

Corporate Big Brother is Listening, too

Also in this morning's paper is a NYT story telling us that when we're told on sales or customer service calls that our calls may be monitored, that can include the time we are on hold, waiting for a rep to help us. I'm no MBA, but it strikes me that if they have enough monitors to listen in on us while we're on hold, there may be an imbalance between the people the company has hired to actually provide service and those they've hired to monitor that service.
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