A large part of the interaction that a company has with its customers is through an inbound call center intended to deal with customer "comments"; and we all know that these comments are most likely to be complaints. You might assume that dealing with unhappy customers is a critical business process and would be handled with personnel specially trained to deal with those situations, yet the opposite is true. Most "customer care" activities are staffed by low-paid, untrained customer service representatives (CSRs) who have little or no motivation to maintain customer satisfaction.

There are three major business problems that typically occur at the CSR's workstation, each of which only exacerbates an already irate customer's issues:

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