We're diving into the chaos of customer service today, and let me tell you, it’s a real eye-opener. You've probably heard the line about "higher than normal call volumes"—well, who are they kidding? That’s just the new normal, and honestly, it feels like we’re all stuck on a never-ending loop of frustration. We chat about how systems are crumbling, apps are crashing, and it seems like the experts who once had everything under control have vanished, leaving us with a patchwork of digital duct tape holding it all together. So, how did we get to this point where nobody knows how anything works anymore? Join me as we unpack this mess and figure out what’s really going on in the world of tech and customer service.

Takeaways:

1. The current state of customer service is defined by overwhelming call volumes and inadequate staffing.
2. Our technology is breaking down, with apps crashing and systems failing to communicate effectively.
3. The experts who created our systems have mostly vanished, leaving behind a knowledge gap.
4. We're relying on temporary fixes and hope, as everything feels held together with digital duct tape.
5. The phrase 'higher than normal call volumes' has become a standard excuse for poor service.
6. It's clear that many organizations are avoiding the real issue - they need to hire more staff.

Links referenced in this episode:

1. jamesabrown.net

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