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The Customer Call Center Outback
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About the Author

Mike Trotter is a passionate leader in the call contact center industry. He has invented the term ""business karaoke"" as a term to describe most company's behavior when it comes to being customer focused. He sees things through the eyes of the customers and the employees and has often taken the course of most resistance to make his point. Having spent the past 14 years involved with the daily operation of call/contact centers he has had a chance to put this philosophy into practice.

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