We were at 245 summer st. The room was vp’s on up. Lots of mba, egghead types. We were talking about updates to a platform, to include new offerings. I had spent 8 years on the phones and got a new gig. I felt like I could adequately describe and represent the associates who are on the front lines.
The conversation was about logical progression and workflow of a call. I insisted that not all calls flow a logical progression but many times clients get emotional. I cited several examples and case studies to make my points. The discussion became difficult, especially for this one svp bonehead who’s claim to fame was he was smarter than everyone. By the end of the meeting, because of time, the decisions made were to not change a single thing because the logic was good and the back office would just need to get more efficient.
These eggheads do not know what they’re talking about and think they’re superior to the associates.