Humans still matter ;-)

In an increasingly digital, push-button, "click here" age the human element is still important. We expect technology to fail us periodically, but when humans slight us it's personal.

Here is a recent review of the 10 best and 10 worst customer callcenters. Some may shock you. Others sadly won't, as we have heard the infamous news reports or even had a personal horror story ourselves.

Surprise! It's not the offshored centers that all performed poorly. Some of those got high marks, while some domestic operations lag far behind. Naturally, it appears to have more to do with a firm's attitude and diligence around providing good customer service.