HOLD
"LET ME TALK TO A HUMAN!" We've all shouted it. Whispered it. Thought it while rage-pressing zero. In HOLD: THE SUFFERING ECONOMY OF CUSTOMER SERVICE, Amas Tenumah delivers a searing indictment of how modern service was designed-not to help you, but to wear you down. This isn't a how-to. It's a how-dare-you.Tenumah draws from years inside the belly of the corporate beast, where service is measured in KPIs, customers are problems to be deflected, and automation is the holy grail-so long as it keeps complaints quiet and costs lower. He connects the dots between corporate incentives, AI illusions, and the slow erosion of human connection. You'll learn: Why wait times are a feature, not a flawHow cost-cutting masquerades as "innovation"What companies really mean by "world-class service" And why the future of service depends on a revolt-led by us Blending real stories, biting wit, and an operator's insider knowledge, HOLD is a rallying cry for anyone who's tired of being treated like an afterthought-and ready to demand something better. Modern service is working. Just not for you.
"LET ME TALK TO A HUMAN!" We've all shouted it. Whispered it. Thought it while rage-pressing zero. In HOLD: THE SUFFERING ECONOMY OF CUSTOMER SERVICE, Amas Tenumah delivers a searing indictment of how modern service was designed-not to help you, but to wear you down. This isn't a how-to. It's a how-dare-you.Tenumah draws from years inside the belly of the corporate beast, where service is measured in KPIs, customers are problems to be deflected, and automation is the holy grail-so long as it keeps complaints quiet and costs lower. He connects the dots between corporate incentives, AI illusions, and the slow erosion of human connection. You'll learn: Why wait times are a feature, not a flawHow cost-cutting masquerades as "innovation"What companies really mean by "world-class service" And why the future of service depends on a revolt-led by us Blending real stories, biting wit, and an operator's insider knowledge, HOLD is a rallying cry for anyone who's tired of being treated like an afterthought-and ready to demand something better. Modern service is working. Just not for you.
Description
"LET ME TALK TO A HUMAN!" We've all shouted it. Whispered it. Thought it while rage-pressing zero. In HOLD: THE SUFFERING ECONOMY OF CUSTOMER SERVICE, Amas Tenumah delivers a searing indictment of how modern service was designed-not to help you, but to wear you down. This isn't a how-to. It's a how-dare-you.Tenumah draws from years inside the belly of the corporate beast, where service is measured in KPIs, customers are problems to be deflected, and automation is the holy grail-so long as it keeps complaints quiet and costs lower. He connects the dots between corporate incentives, AI illusions, and the slow erosion of human connection. You'll learn: Why wait times are a feature, not a flawHow cost-cutting masquerades as "innovation"What companies really mean by "world-class service" And why the future of service depends on a revolt-led by us Blending real stories, biting wit, and an operator's insider knowledge, HOLD is a rallying cry for anyone who's tired of being treated like an afterthought-and ready to demand something better. Modern service is working. Just not for you.
