Patrick Collinson in The Guardian, on Saturday 27 June 2009 thinks that "We may be better at plain language, but Americans can teach us a thing or two about running a helpline"
http://www.guardian.co.uk/money/2009/jun/27/call-centres-financial-services
My experience has generally been really long queue times and long over high use of IVR.
What is your experience, and what are the lessons that you think that we could learn?
