https://www.youtube.com/watch?v=MZE99-Be_Gk
4 replies (most recent on top)
I’m from CSG support. We used to pride our selves on no call scripts and no decision tree’s. Free thinking and creativity in our solutions was a major selling point for us.
In the last 5 years they have introduced decision tree’s and it has stifled agents abilities to free think. One of our primary metrics is now decision tree usage so team members will prioritise its usage over customer outcomes.
Truly terrifying.
Not surprising as all. Outsourced CSG support is abysmal and has been for years. Bought my parents a Mac last week after 25+ years of Dell. I'm not dealing with having to jump thru insane support hoops just to get a power supply or another CRU replaced under warranty.
Hey Mike - America first, please. If you're going all in, then go all in. Bring jobs back. Improve support. Increase marketshare and margin. People are tired of buying our poorly made and poorly supported CSG products for a premium price. Copying Apple's branding without also improving our product and support offerings is doing to do nothing to improve the consumer image of DT.
People are willing to pay a premium for CSG type products if the experience and support is worth the price.
Fun fact, HP had pretty much sanctioned Linus from reviewing their products because of his criticism.
its BUFU.
https://www.youtube.com/watch?v=bvRu8Lkb7Og