Devoted to Help Desk and Technical Support personnel and applications

It actually goes beyond the quality insurance aspect. All customer policies generate from the top and are almost always stuck in the muck of money first customers second.

Management is often removed from the customer process and and live in the metrics zone of the call center nightmare. I think the cartoon is a great example of this. We blind our selves with statistical information and end up creating policies that hamper the people who are on the front lines not to mention alienating the customer.

Yes results need to be measured and checked against performance, but they are only a tool to measure the efforts in the quest of achieving the goals we set, not to set policy.

Human deduction and intervention seem to have been lost in the haze of micro managing nightmares and money madness. What ever happened to customer centered development policy.