Sunday, 08/19/07

Eye-popping graf from a story about Netflix's new emphasis on 24-hour high-quality customer service (to the exclusion of email-based support):

Ms. Funk, 36, said some people call because they are lonely. Her lengthiest call of that kind lasted 35 minutes. Others need basic help with their computers or with the Internet. Some people do not own a computer and call regularly to have a call center employee rearrange the titles in their queue.

Wow. 10:46AM «

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