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Jan 21, 2023

Join Amas and Bob as they discuss eliminating phone calls from contact centers:

Before you join the movement to eliminate phone calls from your contact center you should listen to this.

 

Select quotes.

  • "I think they are trying to kill the phone call because they're expensive...."
  • "Is frontier airline the model for...


Jan 2, 2023

Join Bob and Amas as they dive deep in how to deal with escalations:

  • "I have always been intersted in the origin of the statement "the customer is always right", they must not work in service..."
  • "In some ways I think the organization is creating escalations..."
  • "I would love to be a supervisor in a call center and not...