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The World Watches As the Toyota Production System Falls On Its Face: A Cautionary Tale For the Call Center

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Tripp Babbitt

Content by Tripp Babbitt

Customers and Agents – Island of Misfits or Holiday Magic?

Hate the Game, Not the Player: IVR vs. the Customer

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Quit Treating Your Contact Center Like a Manufacturing Plant

Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service

Hospitals: Don't Call Me Patient, Call Me Customer!

Command and Control in Governmental Contact Centers

What Arizona Reminds Us About Contact Center Outsourcing

Advice For Contact Centers In The Health Care Overhaul

CEO Underperforms in Call Center on Reality Show "Undercover Boss"

The Mouse Cages the Customer With Entrapping Call Center Technology

The World Watches As the Toyota Production System Falls On Its Face: A Cautionary Tale For the Call Center

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