1.0The Systems Thinkerhttps://thesystemsthinker.comJack Reganhttps://thesystemsthinker.com/author/jack-regan/rich600338<blockquote class="wp-embedded-content" data-secret="4l4Dvt0fQJ"><a href="https://thesystemsthinker.com/creating-smart-customer-service-representatives/">Creating Smart Customer Service Representatives</a></blockquote><iframe sandbox="allow-scripts" security="restricted" src="https://thesystemsthinker.com/creating-smart-customer-service-representatives/embed/#?secret=4l4Dvt0fQJ" width="600" height="338" title="“Creating Smart Customer Service Representatives” — The Systems Thinker" data-secret="4l4Dvt0fQJ" frameborder="0" marginwidth="0" marginheight="0" scrolling="no" class="wp-embedded-content"></iframe><script type="text/javascript"> /* <![CDATA[ */ /*! This file is auto-generated */ !function(d,l){"use strict";l.querySelector&&d.addEventListener&&"undefined"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!/[^a-zA-Z0-9]/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret="'+t.secret+'"]'),o=l.querySelectorAll('blockquote[data-secret="'+t.secret+'"]'),c=new RegExp("^https?:$","i"),i=0;i<o.length;i++)o[i].style.display="none";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute("style"),"height"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):"link"===t.message&&(r=new URL(s.getAttribute("src")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener("message",d.wp.receiveEmbedMessage,!1),l.addEventListener("DOMContentLoaded",function(){for(var e,t,s=l.querySelectorAll("iframe.wp-embedded-content"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute("data-secret"))||(t=Math.random().toString(36).substring(2,12),e.src+="#?secret="+t,e.setAttribute("data-secret",t)),e.contentWindow.postMessage({message:"ready",secret:t},"*")},!1)))}(window,document); /* ]]> */ </script> ike many organizations today, Cabletelco Corporation*, a major developer and operator of broadband cable networks, serves its customers via call centers — physical and virtual organizations of customer service representatives (CSRs) whose responsibilities extend from arranging for services to resolving billing issues to troubleshooting technical problems. The CSRs provide all these services to customers over […]https://thesystemsthinker.com/wp-content/uploads/images/volume-15/they-spent-much-of-their-time.jpg