Call Centers Put Humanity on Hold
This article was first published in the Western Daily Press in Bristol in the U.K. on the 14th of February 2001. “They’re playing this bloody recording and then this bloody music,” the gentleman on the telephone shouted to someone in the room. To me, on the other end of the line, his words sounded like a muffled growl. Over and over again, he said the same thing while I tried, in vain, to draw back his attention with “Good morning, sir. How may I help you?” over and over agai