Introduction

Amastonuma: Federal prisoners have more freedom than call center agents. Bob furnace: I don't think we're quite as bad as the federal prison, but i think that the concept of trust is the focus. Amastonuma: As consultants, you can walk into a contact center and just listen to the hum of what's happening in the center. You can tell pretty quickly how much trust and how much confidence we have in that agent and that time that they're going to spend hit with the customer.