The phrase: “A picture is worth a thousand words” goes well here. Your graph describes it within seconds.

One example I like is that of Zappos shoes. They focus a lot on their calling center. Everything for them is about customer service. Their longest call at their call center to date is 7 hours. It was simply someone who was lonely and wanted to talk. Every employee that works at Zappos at some points works the call center. They take great pride in it.

Call center employees are not given scripts to follow, rather just trained in ways to please the customer.

Interesting read,

Cheers

Joey