Originally Posted by
percysmith
Maybe, or it is just the way one treats the call center person. Do that properly, and they are prepared to go beyond what is official guideline. Really, there is a suitable world behind the hate you have towards CX. When pushing the person on the phone towards something, they are not able/allowed to do, you only get back-fired, and get nothing. Go through the options they can do (even when you don't agree), be flexible and you get more. In the long run, I (usually) get something fitting with what I can live with. It's not the person on the phone, responsible for schedule changes, etc. They are swamped with work and angry people, due to that. Treat the situation accordingly.