1 What lessons are there from these two examples for contact (call) center managers?

There are now three bagel shops in my hometown, two of which are fairly rudimentary in nature: They sell bagels, cream cheese, and coffee. Good bagels, but nothing fancy. The third store is part of a large, Boston-area chain, and the bagels there are also good. The store often has children's entertain- ment and has a large seating area with games, free newspapers, and room to spread out and relax, Last, and most important, it has a sys- tem that consists of a conveyor belt running across the length of the counter-between the register and the "schmearing" operation- with a huge circular saw in the center. As bagels are ordered, they are tossed onto the conveyor, sliced in half by the saw, and travel at high speed to the end of the conveyor, In other words, store number three isn't just a bagel store; it's entertainment as well. But that store has lost my business... At least 30 percent of the time we order from this store, the order is wrong. And the schmear- ers at store number three are probably the most stressed cream cheese-appliers ever. The look of terror on their faces from the con- stant pressure of the sliced bagels whizzing down the conveyor toward them is similar to the look I've seen on the faces of customer service reps in oh-so-many call centers. Does this happen in your call center? Think about it. The system that makes store number three so very profitable just cost it what I'd argue is a pretty profitable customer.