32 Unkinking the Hose
The following morning, everyone was fresh. It was their last full day, and they all felt the need to show progress, something more than just data collected. Tim tapped into this emotion and asked two questions:(1) Is there any way to know who a customer spoke to yesterday without physically tracking them down? (2) Is there any way that CSRs could gain access to the client billing information so they didn’t have to transfer those calls?
Tim went to meet with Jerry to get the answer to the second. Meanwhile, he left the team leader, Cindy, in charge of finding an answer to the first question.
Tim had formulated an answer to the first but wanted to see if the team could come up with a more ...
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