Writing
The Human Cost: What Better Routing Really Does For The People Inside Your Contact Centre
TL;DR — Every routing failure has a financial cost, and the earlier articles in this series have costed it carefully. But there is a second cost that never reaches a spreadsheet — the cost paid by the people who work in the operation.
This one is published in full on LinkedIn, where the discussion happens in the comments. It runs to about a ten-minute read.