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In the eyes of many, customer service is a stable job with a relatively low barrier to entry. Unlike salespeople, who face relentless pressure to meet targets, or engineers, who often work around the clock to meet project deadlines, customer service representatives simply sit in an office, answer calls, respond to messages, and talk to…

Many people search online for “What is a Call Center?” but what they are really looking for is not just a dictionary-style definition — and certainly not just the idea that it is “a department dedicated to answering phone calls.” What they truly want to know is this: Does my company actually need a dedicated…