"As my friend and colleague Bassam Salem likes to say (and I will paraphrase), it’s always the hapless call center representative that is scapegoated for corporations’ failings. The people who are paid the least and are usually the least to blame but are almost always the targets," writes Dave Fish (photo, left) in an article at CustomerThink.com.
"If we peel it back a bit we can see that in many circumstances it is not the employee, it is the communication, technology, policies, procedures, educational, and selection practice of the company that is at fault. Here are a few of the most frequent culprits. . . ."