Ask most people what they think of their experience with the call center and the common answer will be "frustration." First they’re forced to wade through an automated system that impedes their ability to connect with a real person. And when customers do get to a real person, the customer experience is often less than satisfactory, even when their issue is resolved.

It would be easy to blame the reps. But take a step back and ask yourself "how much of the service problem is systemic, resulting from managerial over-control of the customer engagement process?"

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