Amas Tenumah

If you landed on Earth and logged into LinkedIn, you’d walk away believing we are living in the golden age of customer service.You ’d see polished “thought leaders” clapping for themselves.You ’d see vendors bragging about magical metrics.You ’d see executives high-fiving over improvements no customer has ever experienced. Meanwhile, in the real world: Customers are furious.Employees are miserable.Hold times are a crime.Self-service is a maze.And every company swears it’s “customer obsessed.”...

The bots didn't steal your jobs. The leaders gave them away. Let's stop pretending this was an accident. The contact center didn't die of natural causes. It was murdered — slowly, publicly, and with applause from the very people who were supposed to protect it. The tech bros and CFOs already had their meeting. They toasted to "efficiency" and "innovation." Translation: Let's automate human connection out of existence. They didn't debate whether it was right — only how fast they could do it....

Once in a while, an executive will roll up their sleeves, drop into a folksy voice, and head down to the call center to “ride along” with...