Rajeev Gambhir

DEN Networks Ltd.

Data, Data Everywhere!

0 comments 966 reads

Posted on 2009-06-22

I get wished on birthday by every company which services me for credit card, cell phone, Car etc. At least that ensures that the data in the form that is filled while buying these services is captured in some database. What next?

What good is this data if it can only send me an automated wish but cannot help in delivering me a adequate service.

When I go to get my car's broken mirror assembly replaced, I am told by Honda Service Station Personnel that since the colour matching has to be done at a different centre, the mirror will be available the next morning. I am asked to pay an advance amount, which I do.

I reach the day after next, only to be informed that the mirror assembly is ready in the other plant but has still not reached this centre. A driver is sent to the other plant who comes back after a delay of an hour and a half and the job is done. so what do I do while I am waiting in frustration and getting delayed for office - update my facebook,...

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Are You Listening?

0 comments 2,126 reads

Posted on 2007-10-12

I arrived a few minutes early for a meeting with an Executive level officer of a company. Since the meeting was more of a personal-social interaction, I was called in while he was on phone with the voice contact center of his Cellular service provider. The story I heard while being there goes as follows.

He had changed his phone a month back and requested for activation of blackberry services for his phone. The request was logged, and within a few hours he got a call from the tech support helpdesk to help him with configuring his handset for the services. During the conversation it was discovered that blackberry services could not be handled on this handset as the OS was not compatible and hence the service would not be availed.

Now on the next billing cycle, he received his invoice with charges for blackberry services. This is the issue he was trying to settle with the contact center. The conversation lasted for over 20 minutes, during which the agent was not...

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