Regarding the American Express campaign...
Escalation Specialist/High Value Customer Service (Former Employee) – Sierra Vista, AZ – February 12, 2018
It's been so long since I last worked there, it is difficult to offer a fair opinion based on my experiences to compare with it's environment now. That being said, during my time there, I took upwards of 120 - 180 calls per day. On the good calls, I got introduced to great people. The bad calls left one mentally drained and could deplete one's faith in humanity. Not much could be done about that. As in every-day interaction, it's going to depend on the person on the other side of the conversation and your threshold for patience with the other persons' idiosyncrasies. My main gripe was the imbalance between the objective set before you (establishing a positive, human relationship in a customer service sense) and the constraints put on actually accomplishing that objective (penalizing your performance rating if your average call time was above 90 seconds, very rigid policies that were not always friendly to the customer...)
Got to talk to some great, interesting, and sometimes famous people.
at ~150 calls a day, it can get old, fast. Inflexible policy can make the CSR the enemy instead of the helpful agent they are told to be.