The Only Calls Left Are the Hard Ones agent coaching ai in customer service average handle time call center training contact center contact center hiring conversation control customer rage customer service de-escalation difficult customers the golden ten two doors method Jul 28, 2026

By the time the call reached a human being, the customer had already typed "representative" five times. She had repeated her account number to a bot, a phone tree, and a chat window that kept offering her a link to the page she was calling about. She had spent her patience before anyone said hello

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