Offshore customer service is awful, and these incompetent teams are given much more grace than teams who have survived Horizon.
Laying off quality workers here to exploit those in developing nations without regard to quality products end customer support is laughable.
Are you referring specifically to the India Support or the Philippine support? Either way both are horrible but Cengage gets what it pays for. Hopefully they burn in the bad place for their unpatriotic actions by betraying American workers in favor of offshore cheap labor. It is only a matter of time that customers wise up with poor product and poor support and flock to other publishers for their needs as it is obvious the leadership of Cengage doesn't care one iota. I can't wait for Cengage to crash and burn. I hope the investors lose out big!
Private Equity is a cancer and should be outlawed. There is no room in a decent society for such financial predators.
Full stop!
Sales support is bad. They are wrong most of the time. Waste of time and resources. That offshore team should be horizoned.
Yup. Our CPMs are not getting some work done. I bet our CMs could have accomplished some of these tasks.