Technical Support

I just read this article I saw from Digg. It discusses Why Technical Support Sucks. Having worked on a help-desk (never a call center but internal support for a company), and provided technology support and infrastructure for a Call Center, I can say that allot of the facts are dead on in the article. I have seen some games just like they described go one with regards to ghost calls, etc. It is sad but a reality of the call center world. I thought the article was dead on and entertaining! I wish it wasn’t so brutally true:(