HeyJaredThe Contact Center Coach
Michael J. Tamer is a 25-year veteran of the customer contact industry. Michael is the author of the book, The Four-Minute Customer, and visionary who was at the forefront of contact center quality monitoring software development.
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- Sep 17, 2026
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- Sep 17, 2026
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Podcast 152 The Call That Never Happens - 9:17:26, 8.24 AM (opens the original)
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What if your contact center’s biggest savings opportunity isn’t shortening calls—but eliminating the calls that never needed to happen in the first place? Contact centers have spent decades attacking their biggest call drivers, automating simple interactions, and pushing customers toward self-service. But reducing calls on a report isn’t necessarily the same as eliminating them. Some customers simply move to another channel. Others call back later—often more frustrated, creating an even longer a
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