Customer encounters, Comcast, and customer rage
2. What Would Alexander Graham Bell Say Now?
The telephone and the birth of today’s customer service industry
3. “You’re Going to Listen to Me”
Internet advocacy, Consumerist.com, AOL, GetHuman.com, and Sweden
4. To Send Us Your Firstborn, Please Press or Say: “One”
Automation, Amtrak Julie, artificial intelligence, and eavesdropping
Call centers, JetBlue, reps, supervisors, prisons, and CustomersSuck.com
6. The Next Available Agent: John, Juan, Sean, or Sanjay
International outsourcing, Argentina, TeleTech, Egypt, and the United Kingdom
7. The Solution Is the Problem
The old AT&T Wireless, Sprint, consultants, cottage industries, and CRM
FedEx, Zappos.com, Credit Suisse, and CEOs