So you think you are an old timer? Here as some terms that may bring back some memories:
CE (Customer Engineer), FE (Field Engineer), CSR (Customer Support Representative). All of these terms meant the same thing to a client in need of help. It was that person that came to their rescue when things did not go as planned. These people were the very heart beat of companies that were in the service business.

The advent of automation has had some casualties…human interaction and customer service are, sad to say, two prime examples.

Does anyone else hate automated phone services as much as I do? I recently had to call into a certain company’s customer support line and my experience confirmed—once again—that automated support can be the most frustrating time-waster ever...

There are several ways to improve your business, which could be anything from automation to business processes. The better you become at your process, the faster you will see your return on investment...