I agree and it is well said. The point of much of this discussion is that companies may know what to do, but do they do it??
Too many companies collest lots of data and have many procedures in place to catch problems, somtimes before they happen, but rarely do things get done that way. Employees get lazy, managers think they shouldn’t have to listen to a subordinates advice and most think they shouldn’t have to continually work so hard.
The basic key is that no matter where the call center is, you have to listen and DO! Bottom line: those companies and centers that have efficient processes that are followed religiously, get the job done!