ABSTRACT
Now, before I talk about why this is or what can be done about it, let’s have a moment of self-examination. It’s my belief that the call center industry has a collective blind spot. We tend to screen out information about the interaction of the “typical customer.” Instead, the industry as a whole, particularly people working at vendors of call center systems, often idealize customer interactions, or see things as if they were plotted on a graph or in a spreadsheet. Let me strip the veil of willful ignorance away from this picture for a moment: people hate this. We already know they hate being called by telemarketers; that goes without saying.
