Thread regarding Verizon Communications Inc. layoffs

'Voice of Customer surveying and the responses received are a terrible way to gauge customer satisfaction. Try reducing hold times, shortening ttr, reducing the # of tickets, simplifying billing and proactively providing ways to lower average bills, participate in grassroots community contribution, eg.. then measure changes in retention. loyalty follows consistent performance'

The shareholders have spoken:
https://www.netguru.com/blog/ai-chatbots-improving-customer-service

'Benefits of conversational chatbots in customer service'
Speed and efficiency
AI chatbot offers immediate assistance to customer inquiries, providing real-time responses without the need for human intervention. Their automated and efficient nature enables them to swiftly resolve routine queries, leading to quick resolution and improved customer satisfaction.

24/7 availability
Unlike human support agents who work in shifts or have limited availability, conversational bots can operate 24/7 without any breaks. They are always there to answer user queries, regardless of the time of day or day of the week. This ensures that customers can access support whenever they need it, even during non-business hours or holidays.'

See - what could go wrong? The golden parachutes can be increased from the reduced humans as there will be happier customers. Didn't you get the memo?

Voice of Customer surveying and the responses received are a terrible way to gauge customer satisfaction. Try reducing hold times, shortening ttr, reducing the # of tickets, simplifying billing and proactively providing ways to lower average bills, participate in grassroots community contribution, eg.. then measure changes in retention. loyalty follows consistent performance

@em they don’t care.

'IF this is true then it should be reported to the ethics team. If there are examples then these should be called out.'

Aren't the 'ethics teams' also in other countries??

IF this is true then it should be reported to the ethics team. If there are examples then these should be called out.

I think they call the customer back on a non Verizon line to ask/threaten them.

Those same vendors are the ones messing with y’all on here.

I had one who promised the credit and never gave it to the sub. Customer marked me a 1 and said how great I was for fixing the mistake made by the previous person. These contractors Are thieves.

We’ve been seeing this a lot lately. There must be some incentive going on. Maybe a new contract with these l-wlife companies. Seriously, there used to be some decent vendors and they’ve all gone to crud.