Remember when moustaches were cool? For those who weren’t paying attention, it was back in the 1980s when Tom Selleck–sporting that signature facial hair–ruled the T.V. airwaves as private investigator Magnum, P.I. Most guys old enough to shave (or who thought they were) tried to proclaim their manliness with a Magnum-style moustache. We thought 128 kB of RAM and the 5 1/4″ floppy drives on our IBM XT personal computers were pretty neat, too.
The early 80s were also the last time many consumers thought that contact centers–or call centers, as they were known then–were cool. People appreciated being able to call businesses if they had a question about their bill or needed product information (remember, those were the Dark Ages before the internet). But as related in a noted white paper, contact centers soon became more about minimizing costs than providing exceptional customer care. And of course we started getting annoying telemarketing calls in the middle of dinner.
In the last couple of years, however, customer care has begun to swing back in favor of the customer.