TeleTech
Customer Strategist Journal
Innovative strategies for building more profitable customer relationships. Published quarterly online and in print.
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Keep Calm and Ask a Human

Friction Burns Customers and Companies

Customers just want their problems solved, with as little friction as possible. And employees play a major role in reducing friction and meeting customer needs. The cartoons in this issue illustrate some of the potential pitfalls employees face in delivering a frictionless customer experience.