If you've learned anything from the IRS, it may be how not to approach customer service. Reports are that callers are waiting in queue for a long time and not getting through. Others are getting dropped. Then there are the busy signals. There's no reason that callers should be treated so poorly. Good call center software and an effective Interactive Voice Response (IVR) can mitigate some of these issues and keep your call center on track.
Stephen Ray's blog
I had to call Shaun quickly today. I got Peter. Peter was at Peter's desk, Shaun was at Shaun's. We have great a great PBX built in to our call center software. Still, something must be misconfigured, right? Cue the Keystone Kops as we run around trying to find where the system is broken.