Summary
One of the most visible manifestations of consumer dissatisfaction was the overwhelmingly positive public reaction to Paul English's IVR (interactive voice response) systems Cheat Sheet, a document designed to give consumers the knowledge to circumvent companies' IVRs. Partially based on the organization built up around the IVR Cheat Sheet, a new project, called gethuman and with a Web site at www.gethuman.com, was born. Its stated mission is to work "to improve the quality of phone support in the US." This project takes the form of a proposed standard, "a specification for how customer service phone systems and support should work." Fewer high-value customers means less money available for support services across the board, and fewer agents to provide service to anyone.
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Extract
Gethuman? Get Real
A consumer calls a toll-free number for support with a product or to check on an order and is first required to enter her account information into an automated system, and then required to repeat ...
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