Yannis Tourcomanis

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Tickets don’t solve problems. People do. One of the traps of modern customer service is confusing managing a process with solving a problem. We have become very good at creating systems. A ticket is opened, categorized, assigned, updated, escalated and followed up. Every step may be properly recorded. Every KPI may even show that the process is working. And yet, the customer’s problem can remain completely unresolved. Because somewhere along the way, process replaced ownership. Technology and processes are essenti…

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