The forgotten Customer Service Employee

<p>In this episode, Amas and Bob discuss the following:</p> <p>- Most of the money and energy is around technology, processes and not the employee, is that a mistake?</p> <p>- The trickle up theory</p> <p>- What's the most important metric to watch in a contact center</p> <p>To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv</p>