What do the NYC transit workers union strike this week and a bad IVR have in common? Well, lost money for a lot of businesses and workers throughout the metro area. But, for opportunists, there were tons of choices for normally packed high-end restaurants. As anyone who works in the city could attest, some businesses just didn't open and some closed early. Even the likes of Best Buy was closing early on what should be the hottest shopping week of the year.

That meant lots of empty restaurants, so anyone looking for last minute slide-ins to high-end eateries had a great chance at finding one. The Village Voice went on a bit of an expedition and, in fact, passed on Per Se because, according to the reporter's article, "the phone system at Per Se was too complicated for the likes of us and we gave up after a few attempts to navigate the automated maze and make human contact." That's lost revenue on what might have been a good business reservation. Just one example, but the fact that it was written up by a reporter means there are 100s of other hangups from non-reporters that also get frustrated. I guess if you're uber-popular that's fine. For the rest of us in business, that's lost revenue and a ding to our brand.

Posted by Cory at 11:05 PM | Permalink

The Incoming Calls Management Institute (ICMI) sent me some call center industry-themed holiday songs (with a clearly satirical and humourous intent). They are worth sharing, and they speak for themselves I think. From the frantic Jingle Bells soundalike dubbed Handle Calls, to the rather forboding Frosty the Phone Rep to a take-off on Rudolph the Red Nosed Reindeer called Randolph the Supervisor, they're worth a listen.

Greg Levin of the ICMI gets credit for these songs, but since they might be taken down after the holidays, I'm posting them here for your enjoyment.

Posted by Cory at 08:30 AM | Permalink