In Eastern religions, gurus tell their disciples that they must step out over an abyss, and then the bridge will appear. The lesson is that only blind faith will save you. In the real world, you cannot be so cavalier with your actions. After all, if you step out over a deep chasm and fall in, the only one who suffers is you. But when you make business decisions blindly, you pull a lot of people - and a lot of profit - down with you.
Despite the hazards, many organizations continue to make decisions on blind faith. As a result, they make mistakes that cause damage on multiple levels. Call centers that contact customers for acquisition, relationship building and collections are particularly vulnerable to these missteps. Part of the problem is the tools they use to guide their strategies - in particular, relying blindly on the rank-ordering achieved with behavior-scoring applications.
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