Our friends at The Simple Dollar, a consumer-focused blog, have put together an infographic showing how AT&T and Verizon dominate the US wireless market.
There’s not much new information, but you are given a panoramic view of the existing terrain. I’d like to fact check the part about Verizon having 30 call centers for its customer base of 90 million.
I know a few things about call center technology–don’t ask–and the more interesting and harder to get data is on things like average wait time and first call resolution.
When I was at a Tech@NYU event on Monday, Adam Penenberg, NYU professor and journalist, from just about out of nowhere started complaining about AT&T’s service in the course of his interview of David Lee. This did make sense in the context of his next point on the power of social media. To remedy his billing problem, Penenberg tweeted about it. That finally got the attention of AT&T’s customer service, which does actively monitor the tweet stream.
I suppose you can consider Twitter, and the occasional blog post, as a kind of customer service interaction for certain companies.
