On: The IRS Tried to Take on the Ultrawealthy – It Did...

[chrisseaton]

> You don’t need a customer-facing GUID

They don't need it, but I do.

> you can automatically keep track of which customers were connected to which call centre person

But I want to keep track. I don't care how they keep track.

I want to be able to say 'on call XYZ we agreed this' rather than saying 'I spoke to someone called John Smith on Tuesday please look it up in your log'.

[specialist → chrisseaton]

This could be done by the system. Caller ID and a timestamp. Caller ID(s) tied to account(s). All transactions (interactions) logged.

I've always assumed this isn't the norm because incompetence, purposeful obfuscation, or both.

[ben_w → chrisseaton]

“Hi, I’m calling about the same thing as last week”

“<Caller ID says your perferred name, and you were talking with Mr ExampleName about your contract> Hello Mr Seaton, how can I help you today with your contract?”

[chrisseaton → ben_w]

Have you never had a protracted problem that's taken multiple phone calls, each with different people, to resolve?

[ben_w → chrisseaton]

Of course. I’m suggesting what I think is a better solution than yours.