The pressing issue for contact center agents is their cognitive load, we can fix this.   Here are 3 places to start

Episode 39 - Fixing the Customer Relationship Management conundrum (w Jamie Ham)

You hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.