Originally Posted by
Repooc17
With customer service area being off limits, no in-person help is being taken. Why not have a special blocked off area to service virtual help? Having agents station in the customer service area provides the impression there are help available except they cannot help you. ..
Agree the opitics are bad but all the major hubs are chronically short of back office space and it would have been an equally bad decision not to "man" every available workstation if the demand warrantied.
Originally Posted by
Repooc17
My earlier comment about giving up after no one came online for 30 minutes had nothing to do with being elite and not being an elite. With in-person help, even with long lines, you have an expectation. With virtual help, I had no idea how much longer for the wait; if I had some expectations, I would have stayed on the (digital) line; much like I would have stayed in the (physical) line.
An estimated waittime would be a good enhancement. Agree a unknown time is more dis concerning that a long "known" time.