[XJOKOLAT]

Cheap shot.

I could describe countless communications where the supposed tech-warrior-wizard didn't record accurate notes, didn't listen properly, didn't respond and ... later, this all conspired to ensure that they didn't know what the hell they were talking about.

And don't get me on the customer services staff ... I name no names ... (VODAFONE have completely dropped the customer services ball. It's a disservice).

I actually disagree with the article (from my experience). It's not the communication platforms that are to blame, it's the rigidity of processes and the imprisoning of staff within those processes that are to blame.

I feel sorry for staff and despise the people who design such customer service architecture (at least any I have encountered).