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I missed this. Thanks for pointing this out.
Robert speaks out of his ass. Loudly and frequently. This offense is shooting up the top of the list with gusto.
Remember when the big controversy of the day was outsourcing call centers? Tech support? Makes sense - I mean, you pay somebody in Pakistan or India pennies on the dollar compared to the United States. Funny thing - those jobs came back to the states in a hurry. Any idea why? Because those people fucking suck and experience with them is leagues inferior to domestic operation.
Anybody here have to reach out to Pakistan for support? India? Those guys never fixed a thing when I needed it. Escalate it to an American? Done in five minutes. Really important when the client's breathing down your neck about half a million dollars of equipment slowing down their operation.
Outsourcing customer service to overseas call centers was seen as a cost-savings to companies. Now, driven by higher customer expectations and the customers' means to express dissatisfaction, companies are realizing the wisdom of great customer service and bringing call centers home.
www.forbes.com
But why bother researching? Those writers working for Forbes? Bunch of book smart tryhards. You want the real scoop, listen to Bob.