Remarkable. Creative. Successful. Upmarket businesses push the envelope -- does yours?
Nicole Nagy is an independent scholar and writer who is currently working a day job as a customer service representative in the public sector. She is passionate about bringing communication and connection back to the forefront of the customer service industry, and about finding connections between the Humanities and business. In her spare time, she enjoys cooking, gardening, artistic pursuits, and cuddling her kitten.
In this week’s Tales from the Call Center, Nicole Nagy asks the increasingly desperate questions that occupy the minds of many customer service employees. Not the least of which is this: What happens when you have to pay the rent somehow but your job makes you sick to your stomach?
“Working in a call center, it’s hard to relax. The next call could literally be anything. One small victory overshadowed by the complexity of a new problem I may not be able to solve, and the bad calls leave deeper and longer-lasting emotional imprints on minds and souls. Do we cling to small victories because the alternative is to sink into despair?”
Tales from the Call Center: “I’m supposed to be the antidote to the automated telephone system, but it doesn’t always feel that way. Couldn’t I help people more effectively if we could just interact like human beings? Productivity and efficiency are buzzwords in the business world, but is it working?”
