I personally think we're focusing FAR too much on the things that these 'focus groups' that Charlie is paying money for, that will apparently "improve the customer experience".
An example:
Me: *answers phone*
Customer: I just need to pay my bill..
Me: *pulls up account, and loads the customer app, flows, hits the 'recommendations, etc*
Then goes into a full 2 minute intro, using all the buzzwords that are required, thanks them for how long they've been with us, uses their name the required 3 times, 'paraphrases' back to them what they're asking for...blah blah blah..
(Customer grows impatient)
Them: Yeah, I just need to pay my bill....
Me: *shoves the required Boost Infinite down their throat several times(or my job is at risk)*
Them: Yeah.. my bill? Can I just pay it?
Me: Absolutely! *goes into the required empathy statement * Let's do this!
*pulls up the Flow and goes thru the whole ridiculous thing... about 7 steps. Offers to email customer info about Boost infinite again. Finally processes payment*
Customer: Yeah... okay. Are we done?
Me: *Again offers the 'featured promo of the day, Showtime, Starz, etc..*
*can actually hear the customer rolling their eyes at this point*
Them: No, no.. I'm good. Okay then bye...
Me: *goes into a good 3 minute refresh of the entire conversation. Reminds them that they can go online to pay bill, use their name again as required...pushes promos one more time*
*customer is losing the will to live at this point, pondering just hanging up now*
Me: Alright! Before I let you go, do you have any more....
*customer dies of old age*
Obviously, this is exaggerated just a bit. But ONLY a little bit at this point. Customers don't want to hear all this crap. If they're calling in to pay a bill, I mean yeah...mention any specials we have, as they might actually be interested... but how about...I dunno... just let them pay the bill and move on??
Basic things like this shouldn't be a freaking 10 minute call.
People want things to be short, simple, and to the point. They don't want you to spend half the call shoving crap down their throats. They ALL know about "Dish.com", especially if they've been with us for over 10 years or more. They don't care if you use their name 3 times, they just want to call in and get their stuff done, and get off the phone quickly.
We should just be focusing on what they ACTUALLY called in for. Let's lose the dang fluff that's just irritating.