wouldn't be able to simply pass the bad expereience buck along. Of course, that eliminates competition to
go with a central system.
Maybe this is an idea: companies don't outsource to one place, but to several (all?) through a common
interface to keep organizational ovehead down. The customer service companies would have to pass
security checks an such-like (lwt's not get bogged down on such details). Thus, consumers could
call any of the service companies as front ends, and will naturally gravitate towards ones that provide
a better experience, and the companies being served by the industries pay by number of customers
Seems tough to me, personally, to balance the competing forces here. Take returns for example:
as the seller, I really don't want you to return soemthing unless absolutely necessary, but as a
customer I would like to do so with impunity. Anybody have any ideas or insight as to how companies
themselves handle these sorts of competing drives?