Contributors   |   Messages   |   Polls   |   Resources   |  
Comments
Newest First | Oldest First | Threaded View
Page 1 / 2   >   >>
Joe Stanganelli
Joe Stanganelli
2/23/2016 12:30:01 PM
User Rank
Author
Re: Brevity is also hilarious...
@mhh: Perhaps it was more than "auto-tune."  Perhaps there was an entire language barrier and there was auto-translation going on.

That would certainly explain a lot of the difficulties in communicating with the representative.

50%
50%
mhhf1ve
mhhf1ve
2/2/2016 8:30:46 PM
User Rank
Platinum
Re: Brevity is also hilarious...
Hmm. I've experienced the call center "auto-tune" a couple of times... and I didn't get a lag or enormous delay. I suppose it depends if the call center is actually located in a foreign country and the satellite (or whatever communication line they use) has a significant latency effect.

The "auto-tune" tech itself shouldn't have a significant delay... That's how some singers use it during live performances:

https://www.youtube.com/watch?v=wuqIgTfmPr8

50%
50%
Joe Stanganelli
Joe Stanganelli
2/2/2016 6:47:22 PM
User Rank
Author
Re: Brevity is also hilarious...
@mhh: I've been victimized by those call centers.  It creates an enormous delay as the device/software/whatever "translates" the words into a reduced accent, and you wind up talking over each other.

And ultimately it doesn't improve anything anyway because there is often still a significant language and cultural barrier.   Plus, no amount of accent reduction can make up for the folly of customer-service "scripts."

50%
50%
ms.akkineni
ms.akkineni
1/30/2016 2:41:35 PM
User Rank
Platinum
Re: humor
Yes, It was more like the human way of doing things. In this case it turned out to be way too inefficicent. As you said there are certainly better ways to handle that situation.

Ofcourse old way of doing things turns out to be a best option in some cases.

50%
50%
mhhf1ve
mhhf1ve
1/30/2016 1:05:40 PM
User Rank
Platinum
Re: Brevity is also hilarious...
I thought there were some call center tech that could reduce accents -- by making people sound like they've been auto-tuned too much and a bit robotic. I wonder if that tech will ever really catch on and improve.

50%
50%
Joe Stanganelli
Joe Stanganelli
1/30/2016 12:27:54 PM
User Rank
Author
Re: humor
@ms.akkineni: I don't think it was necessarily a low-tech issue.  The issue could have easily been avoided if the panels on the calendar/chart were Xed out, highlighted in a particular color, something that made it REALLY obvious that those rooms were blocked off/on hold.

And, frankly, it made it easier to keep track of every room and what was going on in the entire facility all at once with a quick 2-second look as opposed to tapping or clicking through a database.

Sometimes, old ways is best.  But "bugs" can persist in both old and new.

50%
50%
Joe Stanganelli
Joe Stanganelli
1/30/2016 12:25:02 PM
User Rank
Author
Re: humor
Thanks, Mike!  Alas, that was the best story I could think of -- and it didn't have much of a "save-the-day" solution.  (Sometimes things just get screwed up and there's not much you can do about it.)  Just a change in how things were handled going forward.

50%
50%
Joe Stanganelli
Joe Stanganelli
1/30/2016 12:21:37 PM
User Rank
Author
Re: Brevity is also hilarious...
@mhh: In my neck of the woods (where there are TONS of immigrants in high-tech fields), speech classes specializing in accent reduction are the big thing.  I even used to moonlight  as a freelance accent reduction coach way back when.

But there's a high expectation when it comes to IVR.  If it doesn't work, we move on to a tool that does it better and/or is more familiar with our regional dialect.

50%
50%
ms.akkineni
ms.akkineni
1/29/2016 9:49:25 AM
User Rank
Platinum
Re: humor
 

I love to hear stories from people, not just limited to technology or profession even on personal side. I strongly belive each story brings a brand new perspective to the things that you may already know but may not have thought in that angle.

50%
50%
ms.akkineni
ms.akkineni
1/29/2016 9:46:50 AM
User Rank
Platinum
Re: humor
It was interesting to see how simple things could lead to a disastrous experience from Joe Stanganelli's post. That was long ago and we don't need to worry about those anymore. We travelled so much further from that era.

 

50%
50%
Page 1 / 2   >   >>


Latest Articles
Italy's 5G auction could exceed a government target of raising €2.5 billion ($2.9 billion) after attracting interest from companies outside the mobile market.
The emerging-markets operator is focusing on the humdrum business of connectivity and keeping quiet about some of its ill-fated 'digitalization' efforts.
Three UK has picked Huawei over existing radio access network suppliers Nokia and Samsung to build its 5G network.
Vendor says that it's its biggest 5G deal to date.
Verizon skates where the puck is going by waiting for standards-based 5G devices to launch its mobile service in 2019.
On-the-Air Thursdays Digital Audio
Orange has been one of the leading proponents of SDN and NFV. In this Telco Transformation radio show, Orange's John Isch provides some perspective on his company's NFV/SDN journey.
Special Huawei Video
10/16/2017
Huawei Network Transformation Seminar
The adoption of virtualization technology and cloud architectures by telecom network operators is now well underway but there is still a long way to go before the transition to an era of Network Functions Cloudification (NFC) is complete.
Video
The Small Cell Forum's CEO Sue Monahan says that small cells will be crucial for indoor 5G coverage, but challenges around business models, siting ...
People, strategy, a strong technology roadmap and new business processes are the key underpinnings of Telstra's digital transformation, COO Robyn ...
Eric Bozich, vice president of products and marketing at CenturyLink, talks about the challenges and opportunities of integrating Level 3 into ...
Epsilon's Mark Daley, director of digital strategy and business development, talks about digital transformation from a wholesale service provider ...
Bill Walker, CenturyLink's director of network architecture, shares his insights on why training isn't enough for IT employees and traditional ...
All Videos
Telco Transformation
About Us     Contact Us     Help     Register     Twitter     Facebook     RSS
Copyright © 2024 Light Reading, part of Informa Tech,
a division of Informa PLC. All rights reserved. Privacy Policy | Cookie Policy | Terms of Use
in partnership with