Originally Posted by qasdfdsaq

This, and this.

Simply put, it's not that simple. As someone who's long graduated from reading the "Please try turning it off and back on again" script, going beyond to training staff and writing said scripts, to second line, third line, and management, as much as I detest offshore call centres and script monkeys, I'll begrudgingly accept there is actually both a place and need for them. Similarly, some highly competent technical staff and engineers are useless at communicating with front-line, let alone customers, and ought to be left to do their technical roles and not have to deal with end-users.