I love technology. I embrace it. Technology makes my life so much easier. I can’t imagine my life without a personal computer, cell phone, GPS navigation in my car, satellite TV, digital camera, the list is a very long one. But even I, who writes and talks about technology for a living, will agree that there are some technologies that should die and when I say “die,” I mean die hard and fast. One of those technologies is the phone tree.
Think about when you last picked up the phone to call a credit card company or an airline or a bank or some other service orientated company about some pressing issue. You’re calling that company because more than likely you need to speak to someone about a problem you are having such as a questionable charge on your credit card statement or trying to make a plane reservation or you want to speak to a bank teller for clarification on some banking service. In most of these cases your time is limited and you need to get some answers quickly. You know what needs to be asked and most of the time, a simple response will get you the answer to your question. But when you call, you don’t get a person. You get a phone tree.