I started my career in the Apple contact center before working my way up to being a technology executive, and I understand the grind that customer care agents endure, and it’s an occupational category employing 2% of the American workforce. Since I have been on the front lines at contact centers, I naturally think of the contact center managers and workers having to deal with overwhelming call volume whenever I see brands run into customer service issues. As a consumer, I also think of some people’s frustrating customer experience (CX).
