CHAPTER 15SIGNALING MANIPULATION
Wow, I can’t close a sale, my contact center manager is totally mad at me, and I’m going to lose my job. It seems like every time I get an inbound sales prospect, the phone rings once and when I pick it up, no one is there. Everyone else in our contact center has been meeting quotas, and it seems like the new guy in the cubicle next to me, Frederick, is getting twice as many calls as me. This has been going on since he started working here. I talked to the network administrator about it, but he couldn’t find any problems. I wonder if Frederick is up to something.
—A frustrated contact center employee who is the target of a registration addition attack
Throughout the book we have covered several forms of service ...
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