INTELLIGENCE AGENTS

IF sitting on hold for 40 minutes before reaching an agent… who then puts you back on hold, consider that it’s often even worse on the other end of the line. A customer-service representative for JetBlue, for instance, might have to flip rapidly among a dozen or more computer programs just to link your frequent-flier number to a specific itinerary. “Imagine that cognitive load, while you have someone screaming at you or complaining about some serious problem, and you’re swiveling between 20 screens to see which one you need