ABSTRACT
Beth went to Roberta’s office at 10 a.m., as requested, an extra-large coffee in hand. She had not slept well. Snippets of the day in the contact center kept running through her mind. She felt mortified that she hadn’t known how difficult things were in the contact center, despite Mo’s “hints” and requests for more help. The problems with the on-line app were worse than she had anticipated, and despite the professionalism of the contact center staff, it was clear that they were losing the confidence of their customers.
