Why Business Keeps Getting Technology Wrong

around lunchtime on Thursday, the 27th of December 2007 by Chad

Somehow, the phone companies and the cable companies and the ISPs just donâ€™t understand this equation. They outsource their tech support to the cheapest possible provider and end up paying $10 again and again and again fixing the same problem again and again and again instead of fixing it once and for all in the source code. The cheap call centers have no mechanism for getting problems fixed; indeed, they have no incentive to get problems fixed because their income depends on repeat business, and thereâ€™s nothing they like better than being able to give the same answer to the same question again and again.

To each and every company that sends their front line customer interface to another company, you deserve to fail.