Well generally you will hear this every now and often from a company and also another line which is “How May I help you” . I think I will recommend this book for you to read which is Your Call is (Not That) Important to Us by the author Emily Yellin.

Again this book is for sure the bets one that summarizes the pain on both sides for the customer as well as the company. Overall a very good read.

Here are some things that I liked

It talks about outsourcing especially to Latin American countries as well as African countries.

She writes in a very good tone by which I mean she writes in a neutral tone especially since she could have easily gone on the side of the customer or on the side of the corporate. This is good as I could then form an opinion of my own

Another good thing is the well written chapter on Twitter and yes the problems that Corporations are having with it rather they are learning that Social media is important. A very good insight as to how Twitter can be used effectively.

Another good one is the automated attendants and voices and now widely used website chat attendants. She has the IKEA’s Anna as well as the Amtrak Julie snippets which are very good.

This is definitely a good read by corporates which have call centres to understand the psyche of a customer calling and it also lists some great ways that customers use to get past the annoying IVR and getting the customer service agent.

Now if you need to know the author better you can go to her website which is Emily Yellin . Well done Emily this book is something I will recommend for all my blog readers especially all those who want the answering service and need the best call center that they can afford.

Tags: call answering, Customer service, live agents